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The examples in this section use a scenario in which a Managed Service Provider (MSP) provides support for two companies, Calbro and ABC Corp.

 The following figure illustrates the access in this scenario.  

Example of access to multiple companies 

In this scenario, some people have access to Calbro information, some people have access to ABC Corp information, and other people have unrestricted access to all information.

 This scenario includes the following support groups: 

Calbro Support

People in this support group can access information only for Calbro.

ABC Support

People in this support group can access information only for ABC Corp.

Global Support

People in this support group provide support for all supported companies and can access information for both Calbro and ABC Corp.

 Joe Customer works for Calbro and Clara Contact works for ABC Corp.


Membership in a company is not the same as access to a company.

 In this scenario, Fanny Frontline and John Support provide support for ABC Corp, but they are not members of ABC Corp. Their company is the MSP, but they are members of ABC Support and also have access to ABC Corp. If Fanny Frontline files a ticket for her own incident, John Support cannot see the ticket because he has access only to ABC Corp. Mary Frontline in Global Support, however, can see the ticket because she has unrestricted access to all companies.

To implement this scenario, you will have to configure the environment according to the following steps:

  1. Create an Entity Catalog to separate the ABC Corp’s imported entities from that of other companies. For more details, see Entity catalogs.
  2. Create a domain in the workspace under the All Domains root node to ensure that the users of ABC Corp will only be able to see their systems. For more details, see Creating a domain.

  3. Create and configure one or more ETLs to process the data for ABC Corp’s resources and validate that the domain hierarchy has been built with its systems. For more details, see Collecting data using ETL modules.

  4. Create Report Groups to ensure that users of ABC Corp can only see the reports contained in their folder. For more details, see Report groups.

  5. Create reports and publish them to the specific report folder. For more details, see Creating reports and report templates.

  6. Create Access Groups to grant access to the ABC Corp’s reports and views. For more details, see Access groups.

  7. Create users and assign them to the right role and access group and validate user access. For more details, see Users.






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