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People

Last Update: 4/10/2017 1:43 PM

MSPComplete is a multi-user environment that the entire IT staff can use to set up and track service delivery. By defining account privileges for the people who use the system, you can determine exactly what information each MSPComplete member can view and edit. This article explains how to invite IT staff to join MSPComplete and assign privileges to their accounts.

Note: The terms "people" and "members" refer to the personnel who provide IT services using the MSPComplete interface. The organizations and individuals who have IT services performed for them are called customers and users, respectively. For help with setting up customer and user data, refer to the Introduction to managing your customers article.

 

Roles and privileges

Each member invited to join MSPComplete is given one of the following roles:

  • Administrator. The administrator has full access to all customer, service, and billing information within the workgroup.
  • Manager. Managers can purchase, assign, and renew subscriptions for a customer’s users, but cannot change billing credentials used to purchase the subscriptions.
  • Agent. Agents can carry out service tasks, but cannot assign subscriptions or view financial information. They cannot invite new members to join MSPComplete.
  • Inactive. An inactive member cannot use MSPComplete until a manager or administrator edits the member information and changes the role.

The table below lists the default privileges for administrators, managers, and agents.

Action

Administrator

Manager

Agent

Workgroups and subscriptions

Create a new workgroup.

Yes

Yes

Yes

Create, edit, and delete subscription billing information.

Yes

No

No

Purchase and assign subscriptions to users using direct billing by credit card or coupon redemption.

Yes

Yes

No

Change subscriptions so that they do not auto-renew.

Yes

Yes

No

Purchase single-use licenses for services not covered by subscriptions.

Yes

Yes

No

Customers and services

Add a customer to a workgroup.

Yes

Yes

Yes

Add user records for a customer.

Yes

Yes

Yes

Set up and remove services for a customer.

Yes

Yes

Yes

Create groups of users to facilitate service delivery.

Yes

Yes

Yes

Create, edit, view, and delete custom services.

Yes

Yes

Yes

Assign service tasks to members or teams.

Yes

Yes

Yes

Set service-level agreements and scheduling.

Yes

Yes

Yes

Create endpoints to manage connections and credentials.

Yes

Yes

Yes

Deploy Device Management Agent to user computers.

Yes

Yes

Yes

Remotely analyze customer hardware and software.

Yes

Yes

Yes

Member accounts

Invite new MSPComplete members to a workgroup.

Yes

Yes
(for other managers and agents only)

No

Edit member information to change member roles or to delete members.

Yes

Yes
(for other managers and agents only)

No

Create, edit, and delete teams.

Yes

Yes

No

Assign members to teams.

Yes

Yes

No

Reports and messaging

View reports involving service costs or billing.

Yes

No

No

Generate, export, and delete other types of reports.

Yes

Yes

Yes

View the customer feed and dashboard.

Yes

Yes

Yes

Change feed notification settings.

Yes

Yes

Yes

Invite workgroup members

To add accounts to an MSPComplete workgroup, administrators or managers invite people to become members, assigning each member a role. Invitees can be Partner employees, customer employees, or anyone else with a valid email address.

To add a member, you need only supply the prospective member’s email address. It is best to use the person’s primary work email, but any email address in any domain will work. The member will use this email address to register and log on. MSPComplete will send email reminders of the member’s pending or overdue tasks to this address.

  1. Select the appropriate workgroup at the top of the left navigation pane.
  2. Click People in the left navigation pane.
  3. Under the All tab, click Invite People.
  4. In the form that appears, enter the prospective member’s email address.
  5. Click the Role drop-down menu, and then assign the member a role:
    • Administrator (only a member who is an administrator already can assign this role)
    • Manager
    • Agent
  6. Click Send Invitation.

MSPComplete sends a message to the email address explaining how to join the workgroup. After the member registers with MSPComplete and verifies the email account, the member name appears on the People page under the All tab. The member provides this name when registering.

Important: If you are an administrator for multiple workgroups and you want to invite the same person to join several workgroups, you must send that person an invitation from each workgroup separately. The invited member must accept each invitation individually, registering with MSPComplete on the first invitation. The member’s roles can vary. In one workgroup, the member may be an administrator, and in another, a manager. The member information cannot be copied from one workgroup to another.

 

View pending invitations

An invited member has 30 days to respond before MSPComplete cancels the invitation. Click the Pending tab on the People page to display invitations that have not yet been accepted. Each line lists the email address, the assigned role, and the time the invitation expires.

  • After the member accepts the invitation by registering with MSPComplete, the member information is removed from the Pending tab and added to the All tab.
  • If the recipient declines the invitation, the list indicates that the invitation has been rejected. The notice disappears from this list once the invitation expires.

 

Filter pending invitations

Pending invitations are initially displayed by expiration time, with those expiring sooner appearing at the top of the list. To sort the list by different criteria, click Filter and use one of the two drop-down menus:

  • Choose Role to display only the invitations extended to members assigned specified roles.
  • Choose Expiration Date to sort the list by using one of the following criteria:
  • Today
  • Next three days
  • More than three days from now

 

Cancel or resend invitations

To cancel or resend an invitation, click the user name in the pending list. Then click the ellipsis (...) in the right column and select Resend Invitation or Cancel Invitation. If you resend the invitation, the member is given 30 days to respond from the date you reissued the invitation.

 

Manage workgroup members

Members who have accepted an invitation to join the workgroup are listed under the All tab on the People page. Here you can search for members, edit member information, delete members, or add members to teams.

 

Filter member information

Members are initially listed in alphabetical order by the email addresses used to invite them to the workgroup. To filter the list to show only the members assigned certain roles, do the following:

  1. Click Filter.
  2. From the Role drop-down menu, choose the assigned role of administrator, manager, agent, or inactive.
  3. Click Apply Filter.

 

Edit member information

Administrators and managers can edit member account information to change the member’s role, add the member to a team, or add a billing rate for member services.

  1. Click the member name under the All tab on the People page.
  2. Click the ellipsis that appears at the end of the row.
  3. Click Set Role to Inactive or click Edit to edit the member information:
    1. In the Role drop-down menu, you can change the member’s assigned role.
    2. In the Cost field, administrators can enter the hourly pay rate for this member. This number is used in MSPComplete reports to determine the costs of delivering services.
  4. Click Save.

 

Remove the member from the workgroup

Administrators and managers can delete member account information:

  1. Click the member name under the All tab on the People page.
  2. Click the ellipsis at the top of the form that appears.
  3. Click Remove from Workgroup.
  4. Click Save.

The following actions occur when you delete a member:

  • The member can no longer view the workgroup information.
  • The member’s account is listed as inactive in the member list.
  • If the member has been assigned to service tasks that are pending, those tasks are unassigned and can be reassigned to other members in the Delivery Center.
  • If the member is deleted from all workgroups, the member’s MSPComplete logon credentials are disabled.

 

Add members to teams

After you have invited members to join the workgroup, you can add them to teams, and assign service tasks to the teams rather than to the individual members. For information about teams, refer to the Teams article.

 

Manage administrators for a single customer (legacy)

If you used MSPComplete before April 2017, your existing administrators become single-customer administrators in the updated interface and inactive workgroup administrators for the default workgroup. This means that they have administrator privileges on a customer-by-customer basis, and no active privileges for the overall workgroup. We recommend that you assign administrator or manager roles to these the inactive workgroup members by editing the member information as described above.

Using single-customer administrators

If you do not want to activate customer administrators as workgroup administrators, you can continue to manage administrators from legacy MSPComplete versions, and invite other people to become single-customer administrators. Follow these steps:

1.       Select your default workgroup at the top of the left navigation pane.

2.       Click All Customers in the left navigation pane.

3.       Click the customer name in the list of customers.

4.       In the Manage drop-down menu, select one of the following:

    • Click Manage Administrators to view, edit, or delete administrators for this customer.
    • Click Invite New Administrator to invite a new administrator to help manage this customer.

5.       The invitation and management features for single-customer administrators are similar to those for workgroup administrators, as described above.