A Partner User is assigned to a Partner Organization and has the same privileges as a Technician User, but can only view and support Customers associated with their assigned Partner Organization.
A Partner Role gives a User the ability to:
Manage their Customers
Manage their Customers' requests
Create and maintain their Customers' Items
View reports.
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. 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.
If a Partner User is created and not associated
with a Partner Organization, they cannot be assigned to a Team and therefore
cannot be assigned to work on requests.
When a request is created for a Partner Organization's Customer it is automatically allocated to the Partner User within the Partner Organization.