Partner Organizations

Partner Organizations are used in the management of requests between Customers/Organizational Units and external service providers within the support system. It allows multiple Partner Users to be available within a Team, and assigned at relevant levels of escalations for working on requests. Users who are assigned the Partner Role must be associated with a Partner Organization and this is done manually within the User Information screen or within the Partner Organization > Technician tab. If a Partner User is created and not associated with a Partner Organization, they cannot be assigned to a Team and therefore cannot work on requests.

 

Partner Users who are associated via the Partner Organization with a Customer or Organizational Unit that log a request, if assigned within the Team and Layer assigned to the request, will automatically be allocated the request in preference to internal Technician Users.


The Partner Organization capability also allows the banner within the Customer Portal for Customers associated with the Partner Organization, to be branded for the Partner Organization.

 

Creating a Partner Organization

To create a Partner Organization:

  1. Select User>Partner Organizations

  2. Click New

  3. Complete the Partner Organization Name

    create_partner_ou.png

  1. Enter other details, if required

  2. Click Save.

 

Customers Tab

This tab displays all Customers associated with the Partner Organization, either through the Customer Information Screen or via the Customer's association with a related Organizational Unit. Customers cannot be added within this screen, as they are allocated to Org. Units when they are created or through the User>Customer>Customer Information screen.

partnerorg_customer_tab.png

  

Organizations Tab

This tab displays all Organizational Units associated with the Partner Organization. Organizational Units cannot be added within this screen, as the association is made within the Details tab of an Organizational Unit Information screen. This means when requests are created, the system checks if a Customer's Organizational Unit is associated with a Partner Organization and if so, priority for assigning the request is given to Partner Users of that Partner Organization within the escalation layer of the assigned Team.

partner_ou_tab.png

 

Technicians Tab

The Technicians tab displays Users with the Partner Role who are associated with the Partner Organization. This association can be made within the User Information screen or within this tab. This means when requests are created, the system checks if the Customer is associated with a Partner Organization and if so, priority for assigning the request is given to Partner Users within the relevant Team escalation layer.

 

When Partner Users are created they are not automatically associated with a Partner Organization, this association needs to be made within their User Information screen or this tab.

 

To assign a Partner User to a Partner Organization:

  1. Select User>Partner Organizations

  2. Select Org Unit Name

  3. Move to the Technicians tab

  4. Click Edit

    partner_add_tech.png

  5. Click New

  1. Select a Technician name from the drop-down list
    For Partner Users to be available in the displayed list, Users must be assigned the Partner Role within the User Information screen.

  2. Click Save

  3. Select Done.

 

Deleting a Partner User Assignment

To delete a Partner User assignment:

  1. Select User>Organizational Units

  2. Select the Org Unit Name

  3. Move to the Technicians tab

  4. Click Edit

  5. Tick the checkbox next to the Technician name

  6. Click Delete

  7. Click Done.

 

Requests Tab

This tab lists all requests assigned to Users associated with the Partner Organization. To view or modify a request, select the Task# hyperlink.

partner_org_requests.png

 

Banners

Within the Banners tab, a banner that brands the Partner Organization can be uploaded. This will override the system Customer Portal banner within Customer Portals for Customers associated with the Partner Organization. The graphic should be 500x70 pixels and PNG format.

 

Adding a Customized Banner

To add a customized banner within the Banners tab of the Partner Organization:

  1. Select the Banners tab

  2. Tick the Use Custom checkbox in the top right corner of the  screen

  3. Click New
    A window with a browse function appears.

    custom_up.png

  4.  Browse to the location of the image and click  inline_upload.png
    The image will be uploaded.

  5. Click Save.
    The uploaded banner will be visible in the Customer Portal for all Customers associated with the Partner Organization.