Arranging IT partner access to a Provide™ customer portal

The Provide™ portal enables Cloud Direct customers and IT partners to access details of services provided to them by Cloud Direct. Details such as orders, invoices and service usage are available instantly. From within Provide™ you can access a library of knowledge articles held in the Cloud Direct knowledge base, or raise a support ticket to resolve an incident, then track progress and update that ticket at any time. Customers have the option to use the Provide™ portal themselves, or to assign service management, via the Provide™ portal, to an IT partner. 

This article describes how to arrange IT partner access to a Provide™ customer portal. It comprises the following steps.

 

Notification of a new Provide™ customer

When a new customer account is set up on the Provide™ portal, and that customer has a relationship with a Cloud Direct IT partner then, if the IT partner is also a Provide™ user, the IT partner will automatically receive the following email from the portal.

To

Message

Comment

IT partner Primary user

IT partner Information - a new company is available on our Provide portal

To request access to this customer's information using the Provide™ portal, the IT partner account must be linked to the customer account. Admin users of the IT partner account may request this linking to the new company in the 'My Contacts' section of the portal.

Admin users of the IT partner Provide™ account may then request access to the customer account. Non-Admin IT partner users cannot make a direct request for access to a customer Provide™ portal.

Note:
If the Cloud Direct IT partner does not have a Provide™ account, then no email will be sent at this point. However, when the IT partner becomes a Provide™ user then, at first log in, the IT partner will automatically receive the above email notification from Provide™ for each available customer from whom access rights may be requested. The IT partner should then follow the procedure below, First request for access to a new Provide™ customer portal, to request delegated rights to each end customer's Provide™ account.

 

First request for access to a new Provide™ customer portal

The following procedure describes how an IT partner Admin submits a request for access to a new Provide™ customer account for the first time. To initiate a request, the IT partner Admin proceeds as follows.

From the Cloud Direct menu bar in the Provide™ portal,

  1. Click MY ACCOUNT, and select My contacts.

The Contacts page opens.

  1. From the dropdown menu in the Contacts header row, select the required customer company name.

The page changes to Partner contacts for the selected customer.

  1. From the list of names, locate the user requiring access to the customer account.
  2. In the right hand column of the user entry, click the Request access icon .

The REQUEST ACCESS window opens.

  1. If the new user is designated to be an Admin for the customer account, then,click the Administrator On/Off switch to place the switch in the On position.

Note:
If the new user is designated as an Administrator for the customer account then, if approved, this new IT partner Admin can setup and approve future users from the IT partner organisation without involving the customer.

  1. If the new user is not designated to be an Admin, then,
    1. Ensure the Administrator On/Off switch is in the Off position.
    2. Select required access rights by clicking the appropriate On/Off switches in the Access rights granted section.

Note:
When the Administrator switch is in the On position, then all access rights are granted to the new user regardless of other switches in the Access rights granted section. The Access rights granted section applies only to non-Admin users.

  1. Click Add contact.

The access request is submitted to the Provide™ Primary user in the customer company, and a confirmation window appears.

  1. Click OK.

The Partner contacts page re-appears. The Provide column still shows No, indicating that access has not yet been granted, but the icon in the far right column now shows Access request pending .

  1. The following emails are automatically sent from the Cloud Direct Provide™ portal.

To

Message

Comment

Customer Primary user

IT partner access has been requested to your Account on our Provide portal

Message contains details of who requires access and at what level.

IT partner user

IT partner access has been requested to customer Account on our Provide portal

Informs IT partner that the request for access has been submitted to the customer Provide™ Primary user for approval.

Acting on a request for access to a Provide™ customer portal

On receipt of an access request from the IT partner, the customer Provide™ Primary user considers the request and proceeds as follows.

Request granted

If the request is granted then, in the IT partner access request email, click the Accept access button.

The following emails are automatically sent from the Cloud Direct Provide™ portal.

To

Message

Comment

Customer Primary user

Information - IT partner access granted to your Account on our Provide portal

Message confirms IT partner access granted, and indicates permissions.

IT partner user

IT partner access to customer Account granted on our Provide portal

Informs IT partner that the request for access to the customer Provide™ portal has been approved.

The IT partner user can now access the customer account in the Provide™ portal.

If the IT partner user now logs onto the Provide™ portal, and opens the Partner contacts page then the following changes will be visible:

  • In the right hand column, the Access request pending icon  has changed to , indicating the request has been approved.
  • In the Provide column, the No entry has been replaced by Yes, indicating this IT partner has access to the customer Provide™ portal.
  • If the IT partner user has been granted customer Admin access rights, then the icons previously visible in the right hand column, have been replaced with  icons, indicating that future requests can be actioned by the IT partner user with customer Admin access rights. See Subsequent requests for access to a Provide™ customer portal for details of how future IT partner users can be given access to the customer account.
  • If the IT partner user has been granted access to the customer Provide™ portal, but not with Admin access rights, then the icons, previously visible in the right hand column, remain unchanged, indicating that future requests for access must be submitted to the customer Primary user for approval. See First request for access to a new Provide™ customer portal for details of how future IT partner users can be given access to the customer account.

Request denied

If the request is denied then, in the IT partner access request email, click the Deny access button.

The following emails are automatically sent from the Cloud Direct Provide™ portal.

To

Message

Comment

Customer Primary user

Information - Access request has been denied on our Provide portal

Message indicates that the IT partner access request has been denied.

IT partner user

IT partner Information - Access request has been denied on our Provide portal

Informs IT partner that the request for access to the customer Provide™ portal has been denied.

The IT partner user cannot access the customer account in the Provide™ portal.

If the IT partner user now logs into the Provide™ portal, and opens the Partner contacts page then the following changes will be visible:

  • In the right hand column, the Access request pending icon  has reverted to , indicating this request is no longer pending, but another access request may be submitted in the future.
  • In the Provide column, the No entry remains unchanged, indicating this IT partner does not have access to the customer Provide™ portal.

 

Subsequent requests for access to a Provide™ customer portal

If the IT partner Admin has been granted customer Admin access rights, then this Admin can add a new IT partner user to the Provide™ customer account.

Note:
If the IT partner Admin has not been granted customer Admin access rights then requests for access must be submitted to the customer Primary user for approval. See First request for access to a new Provide™ customer portal for details of how IT partner users may be given access to a customer account.

IT partner Admins, with customer Admin access rights, proceed as follows,

  1. In the right hand column of the IT partner employee entry, click the Add as Provide user icon .

The ADD CONTACT AS PROVIDE USER window opens.

  1. If the new user is designated to be an Admin for the customer account, then click the Administrator On/Off switch to place the switch in the On position, otherwise leave this in the Off position.
  2. If the new user is not designated to be an Admin, then select required access rights by clicking the appropriate On/Off switches in the Access rights granted section.

Note:
When the Administrator switch is in the On position, then all access rights are granted to the new user regardless of other switches in the Access rights granted section. The Access rights granted section applies only to non-Admin users.

  1. Click Add contact.

The IT partner user is granted access to the customer's Provide™ portal, with appropriate access permissions. A confirmation window appears.

The Contacts page re-appears. The Provide column shows Yes to indicate the IT partner Provide™  user is now also a customer Provide™ user, and the  icon in the far right column is replaced by indicating that this user may now be edited or removed.

The following emails are automatically sent from the Cloud Direct Provide™ portal.

To

Message

Comment

IT partner user

IT partner access to customer Account granted on our Provide portal

Message identifies access rights.

Customer Primary user

Information - IT partner access granted to your Account on our Provide portal

Informs the Primary User that a IT partner user has been granted access to the customer Provide™ portal.