Process to Add Customers as IT Glue Lite Users and IT Glue Lite Basics
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 access, although occasionally they may have access to end user passwords (but not admin passwords).
Preliminary Steps to Set Uo a New IT Glue Lite User
- If for a non-primary contact, primary contact must approves access before proceeding (in writing, via email or fax or postal mail).
- Verify what other authorizations this user should have (if any - sub-authorizations are in the IT Glue Site Summary) and add the contact to the appropriate fields in IT Glue Site Summary.
- Once approval has been granted, use the Think Automation trigger called "11. IT Glue Lite Invitation:"
Subject:
ITG Lite
Body:
Email: [recipient email address]
Name: [First name of recipient for greeting]
This trigger will send an email with subject IT Documentation Access via IT Glue.
Please confirm that you receive a copy of this email. If you don't, that means the customer didn't receive it either.
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Now you're ready to set up the new user.
In IT Glue, Under Account>Users, click the green +New button (all the way on the upper right) to create a new user. Add the user's email address and click the plus sign.
As a matter of best practice to avoid typos, please copy and paste the email.
Choose the role of Lite User.
Group Membership: Depending on whether you want the user to have access to passwords (usually not unless approved by senior staff), add them to either the group "Customer - No Password Access" or "Customer - Has Password Access." Lite users must be added to one of these two groups.
Organization Access: Give user access to their organization and ONLY the their organization.
Check over the settings you just created.
When you're sure it's correct, click Save.
User then sees her profile from which they enable 2FA.
User must NOT USE nygg.itglue.com. With
SSO enabled, anyone navigating to nygg.itglue.com will be redirected to SSO provider for authentication.
Users external to company must bypass SSO by signing in
via app.itglue.com. The subdomain field on that page can be left
blank.
This information is provided in the instructions the users receive.
What Configuration info can an IT Glue Lite User See?
Essentially all the info about a Configuration that a regular user can see in IT Glue can be seen by a Lite user. There are certain fields that are not synced over from Autotask, so they cannot be seen by a user in IT Glue.
Autotask fields that cannot be seen in IT Glue include:
- Vendor
- Attachments
- Purchased by GGIT?
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