Understanding document permissions

This article will help you understand the options that are available for controlling access to documents, so that you can have more control over who can see what. 

Here are some scenarios you might be trying to do:

  1. Only make documents available to authenticated users.
  2. Make some documents available to everyone, including clients, but restrict other documents to certain clients.
  3. Create some documents that are for external use.
  4. Any combination of the above.

IT Glue is actually pretty flexible when it comes to these scenarios.

Only make documents available to authenticated users 

All documents created in IT Glue are only available to authenticated users by default. If an authenticated user needs access to a document, they must first have access to the organization where the document was created. The document's permissions will further define who has access.

Make some documents available to everyone, including clients, but restrict other documents to certain clients

Some partners have standardized procedures and other documentation that is common to their entire client base, but they want it available only to authenticated users. 

To make some documents available to all clients when they're signed in to IT Glue, you could create a new organization that everyone can access. The organization could be named something like "Common Documents." To make other documents available to certain clients, the best option is to create them in their respective organizations.

What this means is that your entire client base (when authenticated to your IT Glue account) will be able to search as usual to return document results from both their organization (if access is granted) and the new "Common Documents" organization. From that point forward you just need to make sure that you create your documents in the correct organizations.

Note: For suggestions on ways to organize your documentation for internal use, make sure you read Developing your internal knowledge base.

Create some documents that are for external use

You can create a document for external use to share with unauthenticated users by making the document "public," which means anyone with the link can view it.

After making a document public, we recommend moving it to a folder that has the word External in its name. This way, it's easy to know where to find documents that can be shared externally.

Any combination of the above scenarios

To use a combination of these scenarios, this is how you might set things up:

Document_Permissions.png

The details are explained in the table below. 

Description Put where? Organization access? Document restrictions?
Standard documentation that should be available to all clients when they're signed in to IT Glue Dedicated "Common Documents" organization  All clients None required
Specialized content for specific clients Individual client organizations Restrict access to users from the MSP and the client itself  None or possibly restrict by group or user
Internal content meant only for tech team/support agents Your company's organization in IT Glue  Restrict access to users from the MSP only  None or possibly restrict by group or user
Standard documentation that you want to make shareable with unauthenticated users Your company's organization in IT Glue  Restrict access to users from the MSP only None required
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