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Configure Access Groups and Access Users

Access Groups and Access Users let you extend Service Operation visibility on the User Portal beyond the default requester-based rules. By assigning groups or individual users to a Service Operation, you make it visible to people who would not normally have access. This is particularly useful when multiple teams or stakeholders need to track the same Service Operation.

Access Groups​

Add the Access Groups Field​

To use this field, you must first add it to the operations form, as it is not displayed by default:

By adding one or more groups to this field, you allow the corresponding Service Operation to be visible to users in those groups who would not otherwise have access.

How Default Visibility Works​

On the User Portal, standard visibility is based on the Requester field or, for supervisor users, on the company they belong to. The Access Groups field extends this view to additional user groups.

Requirements​

warning

Both conditions below must be satisfied for Access Groups to work correctly.

  1. To grant visibility of a Service Operation on the User Portal to an end user, that user must have an "Empowered End User" license and the Empowered flag enabled in their user record.
  2. For a Service Operation to be visible on the User Portal, the user group must have visibility of the service type linked to the Service Operation (configured via the Portal User Groups field in the service type settings).

Access Users​

Add the Access Users Field​

To use this field, you must first add it to the operations form, as it is not displayed by default:

By adding one or more users to this field, the corresponding Service Operation becomes visible to those users even if they would not otherwise have access.

How Default Visibility Works​

On the User Portal, standard visibility is based on the Requester field or, for supervisor users, on the company they belong to. The Access Users field extends this view to additional individual users.

Requirements​

warning

Both conditions below must be satisfied for Access Users to work correctly.

  1. To grant visibility of a Service Operation on the User Portal to an end user, that user must have an "Empowered End User" license and the Empowered flag enabled in their user record.
  2. For a Service Operation to be visible on the User Portal, the user must belong to a group that has visibility of the service type linked to the Service Operation (configured via the Portal User Groups field in the service type settings).