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:
Only make documents available to authenticated users.
Create some documents that are for external use.
Make some documents available to all authenticated users, including clients, but restrict other documents to certain clients.
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.
Create some documents that are for external use
A common use for documents is to create instructions that can be shared with clients who are not logged in to IT Glue. You can make a document available for external use (to share with unauthenticated users) by editing the document and making it "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.
Make some documents available to everyone, including clients, but restrict other documents to certain clients
You may have standardized procedures and other documentation that is common to your entire client base, but you only want it available to authenticated users.
To make some documents available to all clients when they're logged 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.
Any combination of the above scenarios
To use a combination of these scenarios, this is how you might set things up:
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 logged 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 |