Configure Service Access - GoToAssist Service Desk

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Configure Service Access

Administrators can specify which users, groups, customers and companies have access to which services. See Set Up People and People Management for more information about users, groups, customers and companies.

Change access levels for people on a per-service basis

Note: These settings sync with those visible within the user profile.

1. Go to Configure > Services > [select service] > People.

2. Use the tabs to make your changes as follows:

  • Users tab – This tab shows a list of all users on the account. Each individual can be given one of the following roles (which are independent of their Service Desk access levels):
    • User access – These users can create and manage Service Desk records for this service.
    • Administrator access – Known as service administrators, these users can create and manage Service Desk records for this service, as well as override incident due dates, mark incidents as "common" and "interesting," delete Service Desk records and schedule/run mass actions for the service.
    • No Access – These users do not have any access to the service.

Note: The user's service access setting is independent of the their Module Access, Account Rights and Configuration Management and Time settings, which can be managed under Configure > Users.

  • Groups tab – This tab shows a list of all groups on the account. Each group can be given full access or no access to the service.

  • Customers tab – This tab shows a list of all customers on the account. Each customer can be given one of the following types of access:
    • Access (portal) – These customers belong to the service. This means that when incidents are created for the service, these customers will be available for selection as that incident's customer. These customers can use the Customer Portal to log and view incidents, messages and knowledge articles (they may also have access to Customer Portals for other services).
    • Access (no portal) – These customers belongs to the service. This means that when incidents are created for the service, these customers will also be available for selection as that incident's customer. However, they will not have any access to the service in the Customer Portal (however, they may have access to Customer Portals for other services).
    • No Access – These customers have no relationship at all to the service, so they will not be available for selection as an incident's customer or have Customer Portal access.

Note:The customer's service access setting is independent of their Customer Portal Access setting (Standard Access, Company Access or Company Admin Access), which can be managed under Configure > Customers.  

 

  • Companies tab – This tab shows a list of companies on the account. Each group can be given full access or no access to the service.

3. Click Save when finished with each tab.

 

Related

Use Services and Service Management

Create, Configure and Manage Services

Enable and Integrate a Service's Support Email Address

Create Templates (Incidents and Releases)

Set Priorities and SLAs (Incidents)

Set Priority Levels (Problems, Changes and Releases)

Set Statuses

Set Default Field Selections for New Incidents

Set Types

Set Categories

Add Custom Fields

Set Approvers (Changes and Releases)

Set Up Triggers

Solicit Feedback (Incidents)