Autotask Client Portal Basics

Autotask Client Portal Basics


To configure Portal Options for a Specific Customer


This should not need to be changed for any customer at this time. The info is here for documentation only. 

Admin > Admin Categories > Extensions & Integrations > Client Portal & Taskfire > Manage Client Portal Accounts> click an organization name

Check Enable Client Portal Early Access
Default First Time Client Portal Experience: Choose Legacy Portal.

For now we'll start each customer with the Legacy portal as new one seems buggy (doesn't allow click into tickets). 

After enabling it for the account, you must enable it for the individual users under their AT contact. 


To Turn on Portal for a Contact


Open contact in AT and go to the client portal tab. For now leave 2FA off, although we may require it in the future.  

Check off Activate Client Portal.

Set the security level for the user to either Client Authorization Contact or End User. Do not use the system-created security levels. 

Remember to click the SAVE button. 

Once you activate the portal for a user, the user will receive a "welcome" email automatically with instructions for setting up a password. The notification template used in AT to send this email is Email: Client Portal User Welcome.

Client Portal URL

https://nygg.itclientportal.com/ClientPortal/Login.aspx

What Can Be Viewed in the Client Portal

The Client Authorization Contact access level allows the user to see all tickets on the account. The user can also see what Config item is attached to the ticket but can only see the following config item details: 

  1. Asset Tag
  2. Serial Number
  3. Reference Number
  4. Reference Name
 

Ticket Note Behavior

Tickets sent from the client portal have the following behavior.  

For each option below, the notification template used by AT is the one set as the default with Client Portal Ticket Note – Created checked off under the section called Associate with these events. No workflow rule is configured to fire when a note is created from the client portal. Only the email notifications listed below will go out: 
  1. Quick note: standard email notification goes to all.
  1. Note with Notify All Assigned Resources (Internal & Service Provider) checked: only resources receive email notification. 
  1. Note with Notify Ticket Contact checked:  only contact receives email notification. 
  1. Note with both of above options checked: contact and resources receive email notification. 

Internal notes created by a resource are not visible to the client in the client portal. External notes (whether sent to the user via email or not) are visible to the client in the client portal.  

To View the Client Portal Log (Report on Logins)


Hamburger menu > Reports > Admin tab > General section > Client Portal Log

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