Adding or editing Client Portal security levels

SECURITY  Security level with Admin permission to configure Client Portal & Taskfire. Refer to Admin security settings.

NAVIGATION   > Admin > Admin Categories > Extensions & Integrations > Client Portal & Taskfire > Manage Security Levels > New

NAVIGATION   > CRM > Edit Contact > Client Portal tab > Security Level > Add Custom Security level

A custom security level is a combination of Client Portal permissions that you select from all available permissions.

EXAMPLE  For example, some users at your client's organization Your Autotask instance may be configured to use one of the following terms instead: Account, Business Unit, Client Company, Customer, Site. should not have any access to project information. You could create a custom security level restricting access to projects.

To add or update a custom security level:

  1. To open the page, use the path(s) in the Security and navigation section above.
  1. Click New, or click the Edit icon to modify an existing custom level.

The Add or Edit Custom Security Level page opens.

  1. Complete the following fields:

Field Name Description

Name

Enter or modify the name for the security level.

Allow this Security Level to be Assigned by a Client User

This box is selected by default.

  • Custom security levels that cannot be assigned by a client user will not appear in the Portal. System security levels that cannot be assigned by a client user will appear in the portal but they cannot be assigned.

  • For Taskfire custom security levels, this check box does not apply. It will be cleared and disabled if you select Taskfire in the next step.

Type

For a new security level, select Client Access or Taskfire to specify which type of security level you are creating.
  1. Select each permission you would like users to have when they are assigned the new security level.
Permission Description
Ticket Data
User is able to create new Service Requests Select this check box to give users permission to submit tickets through the Client Portal.
User can view Service Provider Priority

Select this check box to allow users to view your (service provider) Priority setting in ticket details and other Client Portal pages.

When not selected, the Service Provider Priority setting does not display for the client portal users with this security level. This is the default setting for Basic, Manager, and Advanced Client Portal security levels. It cannot be edited.

The check box is selected by default for standard Taskfire security Levels.

User can set Service Provider Priority on ticket creation

Select this option to allow users with this permission to select the ticket priority when they create a ticket through the Client Portal. This is the default setting for Basic, Manager, and Advanced Client Portal security levels. It cannot be edited.

Clear the check box to hide the Priority field when a portal user adds a new ticket. When the Client Portal user does not set the Priority, it is set to your Autotask default priority. If you do not have a priority specified as default, the Client Portal ticket priority is set to the Autotask priority with the lowest sort order position. Refer to Task & ticket priorities.

This option is disabled for Taskfire permissions. Taskfire users never set the Service Provider Priority, they set the Taskfire Priority.

Search Tickets
User can see all tickets

User can see all tickets (including sub-organization Previously: Subsidiary. Your Autotask instance may be configured to use one of the following terms instead: Sub-Account, Sub-Business Unit, Sub-Client, Sub-Company, Sub-Customer, Sub-Site. tickets if the organization is a parent organization Your Autotask instance may be configured to use one of the following terms instead: Headquarters, Parent Account, Parent Client, Parent Company, Parent Customer.).

NOTE  Recurring ticket instances are only displayed in the portal if their due date falls within 30 days of today.
Tickets they create, are assigned to, are a Ticket Contact for, or are a Ticket Approver Refer to Change management for more information on ticket approvers.
Project Security Access
User can see all Projects User can see all projects for the organization, even the ones they are not associated with.
Only projects where user is a team member Users can see projects where they are on the project team or are assigned a task.
No Project access For users with this security level, the Projects menu will not be displayed in the Client Portal
Project Data
User can view Project Schedule Gives users access to a Projects tab from which they can open projects. Within a project a schedule icon appears in the left navigation frame.

User can email members of the Project Team

 

Gives users access to an Email Project Team option on the Projects drop-down menu and the following two places after the user clicks the Projects menu:

  • On the Projects tab sub-navigation menu
  • Within a project on the Project Summary page
User can view and add Project Notes Gives user the ability to view and add project notes. This functionality is available through the Project menu > open a project > Notes.
User can view Project Attachments Gives user the ability to view and add project attachments. This functionality is available through the Project menu > open a project > Attachments.
User sees Project Calendar Items Gives user the ability to view and add project attachments. This functionality is available through the Project menu > open a project >Calendar.
User can view and add Project Issues Gives user the ability to view and add issues. This functionality is available through the Projects drop-down menu or through the Project menu > open a project >Issues.
User can view Project Charges Gives user the ability to view and add project charges. This functionality is available through the Project menu > open a project >Charges.
User can view Estimated Hours View the hours that have been estimated for the project. These will appear on the Project Summary page.
Financials
User can view Financial Reports and Invoices

Gives the user access to the Invoices card on the Client Portal Home page and the following financial reports on the Reports menu: Invoices, Block Hours Report, Retainer Report, and Per Ticket Contract Report.

IMPORTANT  If this setting is enabled, the client user can make a payment on invoices they can see.

The Ticket Report and the Time Tracking Report are not impacted by this setting.
User Can Edit Profile
User can view and edit their own Profile Gives user an Edit Profile link where they can edit their user information and view security permissions. Changes to their profile will be reflected in your Autotask instance.
Client Portal Logins
User can create and manage Client Portal Logins Displays the Users option on the portal's Manage menu. This allows access to the Users page in the Client Portal to add new Client Portal users, update user information, assign security levels, and reset passwords.
Knowledge Base
User has access to Knowledge Base (only applies if Organization has access to Knowledge Base)

Gives the user access to Knowledge Base (if Knowledge Base & Documentation is turned on for the organization). Only articles published to All Autotask Users and articles specifically published to their organization can be seen by any client user.

Refer to Managing client access to articles and documents in your knowledge base.
Documentation
User has access to Documentation (only applies if Organization has access to Documentation)

Gives the user access to Documentation (if Knowledge Base & Documentation is turned on for the organization). Only documents published to All Autotask Users and articles specifically published to their organization can be seen by any client user.

Refer to Managing client access to articles and documents in your knowledge base.

NOTE  The Documentation Management functionality is included in the Autotask Premium edition and the Ultimate edition. For customers with the Essential edition, the Document Management module is disabled.

Devices Your Autotask instance may be configured to use one of the following terms instead: Asset, Configuration Item, Installed Asset, Installed Product.
User: can add/edit Devices Users can access the Manage > Devices menu.
User: can view Devices (read only) Client Portal and Taskfire users who have permission to view devices will be able to see devices associated with Service Provider tickets.

Client Portal and Taskfire security levels have no access to device protected fields.

User: cannot add/edit/view Devices Devices are not displayed on tickets. Selecting this option will set the User sees: setting to None.
User sees: All Client Portal and Taskfire users will see all devices.
User sees: Devices they created or that are associated with their Location Client Portal and Taskfire users will see devices they created or that are associated with their location. If the user is not associated with a location, they will only see devices they created.
User sees: Devices they created or that are associated with their Location or that have no Location Client Portal and Taskfire users will see devices that they created, that are associated with their location, or that have no location. If the user is not associated with a location, they will only see devices they created or that have no location.
User sees: None User will not see any devices. This option is automatically selected if User: cannot add/edit/view Devices is selected.
Display additional Device details: Select additional fields to appear on the devices that Client Portal and Taskfire users have permission to see. These fields will be read-only. Most of the available fields are related to the Domain and SSL Certificate tracking feature, or are mapped fields from the Datto BCDR, Datto Network Manager, or Datto RMM integrations. Double-click on a field or use the arrows to move a field to the Selected column.
Taskfire Setup
Taskfire Setup (available when setting up a Taskfire security level) These permissions are only available when setting up a Taskfire security level. Select one or more check boxes to allow the user to manage a Client Portal setting.
Quotes

User can view and approve/decline Quotes in Client Portal

When this check box is selected, Client Portal and Taskfire users with this security level will be able to view the My Quotes card on Client Portal Landing Page, and approve or decline quotes in Client Portal. If the check box is cleared, the card will not appear.

By default, this setting is selected for all Client Portal and Taskfire system security levels except Client Portal Basic. For existing custom security levels, it defaults to cleared.

This setting does not impact a client's ability to approve or decline quotes from an email.
  1. Click Save & Close to save the new security level.