Using the Customer Portal

[SJEaton]

Hi

We want to start to explore using our customer portal (https://customer.hornbill.com/walthamforest) for our external customers so I wanted to take a look.  I've set up a general group under External Organisation and a basic user in this group called testnewstarter but when I try to log into the Customer Portal as this user it throws up this error.  Is there something else I need to do to get this working?

Thanks Sam

 

[AbdiH]

Hi Sam,

If you are trying to get a 'basic user' to log in to the Customer Portal this will not work. A basic user is configured as an 'internal user' and as such can only accesses the Service Portal.

The Customer portal is accessed by 'Guests' so you will need to create a Guest User.  

In the Admin client navigate to Home>System>Manage Portals>Guest Accounts

Service Portal = Internal Users (Basic and Co-Workers)
Customer Portal = External Users (Guest Account AKA a Contact)

Abdi
 

https://wiki.hornbill.com/index.php/Contacts

Edited August 9, 2017 by AbdiH
added link to wiki

[Guest NadeemMazhar]

Hi @SJEaton,

The customer portal is applicable for use only by external contacts and organisations. These organisations must be stored under Customers in the collaboration area, as shown in my screenshot below:

To enable external users to access the Customer Portal,  please ensure that you add the external Organisation and Contact within your collaboration area. Please note that if you create the organization and associated users in the admin tool, under the Organisation Data section, it will mean that they will only be able to use the Service Portal and not the Customer Portal. Once the external contacts have been created, you are able to manage the user accounts in the Manage Portals area in the admin tool via Home>System>Manage Portals>Guest Accounts. Further information on creating external organisations and contacts, and managing the respected accounts for access to the customer portal can be found below:

Creating Organisations:

https://wiki.hornbill.com/index.php/Organizations

Creating Contacts:

https://wiki.hornbill.com/index.php/Contacts

Managing Portal Accounts:

https://wiki.hornbill.com/index.php/Manage_Portals

Any specific questions relating to the configuration, please do not hesitate to let us know.

Kind regards

Nadeem

 

 

 

 

[SJEaton]

Thanks @James Ainsworth and @NadeemMazhar that was useful and I've now got an external contact who can log into the customer portal .

Sam

[SJEaton]

I Just now need a little bit more assistance with publishing a service to the customer portal.  I've set up a service, subscribed the organisation I've set up to it but when I log into the customer portal as my test contact I can't see it published.  Any pointers please?  Thanks

 

Sam

[Guest NadeemMazhar]

Hi @SJEaton

Have you made the Service visible on the Portal as per my example below?

 

Kind regards

Nadeem

[SJEaton]

Yes

 

[Victor]

@SJEaton can you PM me the service name and the name of the test contact? I'll have a look and see what I can find...

[SJEaton]

PM sent, thanks @Victor

[chrisnutt]

Hi All,

I am also having this issue. The services show on the service portal but when I subscribe a test contact or organisation that I just created with that same test contact added it doesn't show when I log that test user into the customer portal.

Portal Visibility is enabled. Customer and organisation were created in the above location. Portal access granted to the test contact in the Admin console.

If anything was discovered last week I'd be interested to know!

Thanks

Chris

[Victor]

@SJEaton found the problem... the "Customer" portal was missing a security setting (a role) which I added:  "Service Manager Authorised Guest" (screenshot). This role is required to have the services displayed on the portal.

@chrisnutt I think you are missing the role as well... can you follow the screenshot and add the missing role and see if the issue still persists...

[SJEaton]

Great, that works now thanks

[chrisnutt]

Hi @Victor

Yes, that works for me too. Thank you.

Chris

[Victor]

Happy days