Managing Client Portal users

SECURITY  Client Portal Managers, Taskfire Resources and Taskfire Administrators, and selected custom security levels

NAVIGATION   > Manage > Users

If your security level gives you permission to access the > Manage > Users page, you can create Client Portal A branded web portal through which you and your service providers can collaborate on tickets and projects. user accounts for people at your organization Your Client Portal instance may be configured to use one fo the following terms instead: Account, Business Unit, Client, Company, Customer, Site. and manage their profile information, including user names and password resets. The users you add will appear as contacts for your organization in our (the service provider's) database.

You will not be able to create new Taskfire An extension of the Client Portal that lets you manage your own internal help desk. users. You can create a user record for them and assign them a standard Client Portal security level, but your service provider will need to assign them the Taskfire security level. This may result in additional charges for your organization.

Also note that if you have sub-organizations Previously: Subsidiary. Your Client Portal instance may be configured to use one fo the following terms instead: Sub-Account, Sub-Business Unit, Sub-Client, Sub-Company, Sub-Customer, Sub-Site., a Taskfire resource that will be working on tickets for other sub-organizations must be added to the parent organization. Refer to Taskfire: setting up work sharing between sub-organizations.

How to...

  1. Go to > Manage > Users. The Users page opens, displaying the people at your organization who have been entered into our Autotask database. A green check mark in the Active column indicates users who already have a Client Portal login.
  2. Click New User. The New Contact A person associated with a company. page opens to the General tab.
  3. Enter general information for the new contact.
  4. Click the Client Portal tab.
  5. Select the Activate Client Portal check box. The page becomes active:

Populate the following fields:

Field Definition
User Name Enter a User Name. You may want to use email addresses as a standard for user name.
Security Level A set of privileges that are assigned to an Autotask user that determine the amount of access they have to Autotask modules and features.

Select one of the Standard Client Portal Security Levels (Basic, Advanced, or Manager). To see the specific permissions for each, place your mouse over the Security Level, or refer to Security level settings. To upgrade the user to a Taskfire security level, contact us.

IMPORTANT  You will only see security levels we have made available to you. This may include Standard or custom security levels.

NOTE  We can create Custom Security Levels for you that will appear in the Custom Security Level section. Contact us if you need a specific combination of permissions for your users.
Formatting Options Select the Date Format, Time Format, and Number Format for this user. This will determine how these fields will appear for the user on tickets and tasks.
  1. Click Save and Close.

In addition to manually adding users one at a time, you can also import them, using an import template you download on this page.

  1. Navigate to > Manage > Users. The Users page opens, displaying the contacts from your organization.
  1. Click Import/Update Users. The Import/Update Users page opens:

  2. Click Download Import Template, complete at a minimum the required fields, and save it.
  3. Click Browse or Choose File to locate the completed template.
  4. If you have sub-organizations, you may select whether to import or update users into your own organization record or a sub-organization.
  5. Use the radio buttons to select your import or update settings for existing users.
  6. Click Import. You will be notified via email when your import or update is complete.

NOTE  If you wish to see your import history, click the Import History button or on the link provided in the popup window that appears when you have submitted your import/update file.

  1. Navigate to > Manage > Users.
  2. Click the Import History button. The Manage Users - Import History page opens.

  3. If the import succeeded, but some records were not imported, click the View Exceptions link to see details on the cause of the failure. You can address the cause and then repeat the import process.

SECURITY  Security levels that have this setting enabled.

For more information on devices Your Client Portal instance may be configured to use one fo the following terms instead: Asset, Configuration Item, Installed Asset, Installed Product., see Devices (assets, configuration items).

To view the devices (installed products, installed devices) associated with a user, do the following:

  1. Click > Manage > Users.
  2. Find the user on the table of Client Portal users.
  3. Click the user name to open the Edit Contact page.
  4. Click the Devices (or Installed Products, Assets) tab to view the devices associated with the user.

IMPORTANT  If you don't have permission to view devices for users, you will not see the Devices tab.

To change a user's security level, do the following:

  1. Click > Manage > Users.
  2. Find the user on the table of Client Portal users.
  3. Click the user name to open the Contact page. Click the Client Portal tab.
  1. Select a new Standard Client Portal Security Level for the user (Basic, Advanced, or Manager), or select a Custom Security Level that we have added for your organization. Refer to Security level settings for more information on security levels.

NOTE  We (your service provider) control which standard security levels (Basic, Advanced, or Manager) you can assign when you create or edit a user in the Client Portal. Security levels that are not enabled are unavailable on the Contact > Client Portal tab.
Taskfire security levels can only be assigned by us, your service provider.

  1. Click Save and Close.

When users forget their password, you can automatically send them a new password with one click.

  1. Navigate to > Manage > Users. This will open the Users page.
  1. Find the user whose password you need to reset. Click their name to open the Contact page.
  2. Click the Client Portal tab.
  3. Click Reset Password/Notify at the bottom of the page.
  4. An email containing instructions for resetting their password is sent to the user.

NOTE  Users can also click the I forgot my password link on the login page.