An organization groups the users of one company. Portail ZAPP distinguishes three types:
- Internal: the organization that runs the instance. Its agents have their own rights; belonging to it widens nothing;
- Partner: a company that supports its own clients and escalates their tickets;
- Client: a client company, served directly or through a partner.
The module grants no rights by itself: the Service Desk uses it to partition tickets (see "What members see"). The screens are reserved for Administrators and Organization managers. Menu: Administration › Users & access › Organizations. An organization manager who is not an administrator reaches it through the same menu: only the Organizations and Relationship types entries are shown to them (address: /organizations).
List and creation
The Organizations page lists organizations with their code, type, support partner, number of members and status; search covers the name and the code. New organization opens the form:
- Name (required, unique) and Code (optional, unique). The code is the key used when importing users and tickets;
- Type: Internal, Partner or Client;
- Support partner (at creation only): for a client, the partner that provides its support. Choose Publisher direct (no partner) if the client is served directly. Afterwards, the partner is changed in the Relationships section of the record;
- Descriptive CMDB record: optional, the identifier of a CMDB record that describes the company. It is a plain reference: ticket partitioning never depends on it;
- Active: an inactive organization no longer grants any extended access to its members; tickets that mention it stay intact. Deactivate rather than delete.
A partner that has or had linked clients can no longer change type. A client entered by mistake can change type: its current relationships are closed.
Members
On an organization's record, the Members section adds a user (search by name or email) with a Role:
- Member: belongs to the organization;
- Referent: for a client, sees and follows all of their organization's tickets.
A user belongs to a single organization. The role is changed directly in the drop-down list of the member's row; Remove takes them out of the organization. A user's organization and role are also shown on their record and in the user list, and the user import can fill them in from the organization code.
A client's relationships
For each relationship type, a client has a partner or the publisher directly. Two types are delivered:
- Support: the partner that provides first-level support and escalates tickets. It is the only type that drives ticket visibility;
- Licensing: the partner that sells the client's licenses. It has no effect on rights.
On a client's record, the Relationships section shows the current relationship for each type. To change partner, choose the Partner and the Effective date (today by default, never in the future), then click Change: the current relationship is closed on that date and a new one opens. The full History stays visible: you can always tell which partner provided support or sold licenses on a given date. The past is never rewritten: the effective date must follow the start of the current relationship. The only exception: a relationship opened today can be corrected today.
Relationship types
The Relationship types screen (button on the organization list, or /organizations/relationship-types) adds other types (integrator, distributor…) without development: Code (lowercase letters, digits and dashes, fixed after creation), Names in each active language, Order, active status. An added type never has any effect on rights. The Support type cannot be deactivated, nor can a type that still links clients to a partner.
What members see
In the Service Desk, a user who is not an agent always sees the tickets where they are the requester, the submitter or a person concerned. Their organization additionally opens:
- client referent (or referent of the internal organization): all of their organization's tickets;
- partner member or referent: the tickets their organization submitted. On the portal, they choose the end client among the clients for which their partner is the current support partner. When a client changes support partner, the former partner keeps sight of its own past escalations, and only those;
- plain member of a client: nothing more than their own tickets.
This access is a requester's (read, comment, attach a file), never an agent's.
To give organization members the rights of a group (for example to read a knowledge base), see "Synchronizing groups with organizations".