Authorization Contacts in IT Glue
Authorization contacts are listed in an organization’s Site Summary in IT Glue. As the name implies, they identify whom to contact to obtain the appropriate authorization for different types of actions.
You'll find it easier to understand this section if you have access to the relevant fields in an IT Glue Site Summary as you read.
There are two main types of authorization contacts: Primary Authorization Contacts and Sub-Authorization Contacts. Each Organization on managed services (ie, the vast majority of our customers) must have a Site Summary, and the Site Summary must identify who the Primary Authorization and Sub-Authorization Contacts are for the Organization.
Usually this person is an owner, C-level exec or executive director. They have all authorizations listed under the Sub-Authorization Contacts.
Only the Primary Authorization Contact can approve a user being given admin access to services or devices. Before providing admin access, you must also receive approval from GGIT Senior IT Specialist or CEO.
There are five kinds of Sub-Authorization Contacts and a contact can be associated with more than one Sub-Authorization.
To avoid confusion, please do not list the Primary Authorization under any Sub-Authorization. It is understood that the Primary Authority always has all the powers of the Sub-Authorization Contacts.
Here are the secondary authorities listed in the customer's IT Glue Site Summary. They represent the permission that the contact has been given:
- Security. Password changes, receive passwords on behalf of a user, approve NON-admin access, approve unusual software installations.
- Onboard or remove employees, set up or remove workstations.
- Purchasing Authority. (Up to $5000. Anything over this amount must be approved by the Primary Authority.)
- Provide Technical Contact / Provide Onsite Assistance. IT Resource or Power User onsite for hands-on assistance and coordinating reboots with users.
- Authorize Onsite Visits, Overtime or "Expedited" Work, as these are items that generally fall outside the contract and are therefore billable to the customer .
Related Articles
Where to Put Information in IT Glue
Items That Are Added Automatically to IT Glue via Sync Some items are automatically synced from our RMM and PSA (Autotask) systems to IT Glue. We generally don't edit them on the IT Glue side. (In some cases we cannot do so.) We edit them on the ...
Documentation: Best Practices
IT Glue Basics Here's a video overview of IT Glue. Document Anything New or Changed When we set up or learn about anything new or changed, it must be documented. When something is changed by a technician, it is generally that technician's ...
Process to Add Customers as IT Glue Lite Users and IT Glue Lite Basics
What is an IT Glue Lite User? An IT Glue Lite User is a free account given to a customer contact so they can view specific documentation and update limited items without having full technician or admin access. We generally don't give them password ...
Merging Contacts in Autotask
From the left-hand menu of your Autotask Dashboard click on Admin. Click on "Features & Settings" tab, then called "Accounts & Contacts" Under the "Utilities" section, there should be an option for "Contact Merge" Once you select that, a new window ...
IT Glue Password Asset: Best Practices
Never use embedded passwords. Only use general passwords. This is best security practice. 1. Each password entry should have a title that is unique within the organization. If there is more than one of the same type of password, differentiate the ...