Multiple Roles and Membership in Organizations

Because each organization has distinct service ownership and configuration, organization membership affects what each user can see and do in the Service Portal.

Typically, each user is a member of a single organization. However, there are several more complex scenarios that may be configured, for example, you can:

  • be a member of multiple organizations and can have different roles in each organization, depending on what level of access they need
  • have both an organizational role and an individual role, outside of an organization
  • have only an individual role, with no organizational role
  • be a member of one or more parent organizations

Note: These scenarios aren't mutually exclusive — a user could just be a member of a parent organization, or they could be a member of a parent organization and regular organizations and/or have individual roles.

You can see your current role and organization at the top of the Service Portal. In the following example, the user is signed in as a member of the "Development" organization.

logged in

When signed in as a member of an organization, the provided view allows you to only see services that you own and that are visible to that organization. Likewise, when you execute a search, the search will return only VMs that are visible to that organization.

The view affects everything in the Service Portal, such as the tree, the dashboard, service requests, recommendations and searches.

The drop-down menu allows you to switch your view to another organization or role. The current view is saved when you sign out of the Service Portal.

Member of multiple organizations

If you're a member of multiple organizations, here's what the menu might look like:

switching orgs

To switch to another organization, use the drop-down menu and select a different organization.

Individual role and no organization membership

Users who need visibility of services across organizations, such as IT administrators, require an individual role (outside of an organization). When you're signed in to the Service Portal with an individual role, outside an organization, no organization is displayed in the banner:

viewing all services

Member of organizations and individual roles

When you have both an organizational role and an individual role, you can use the drop-down menu to switch between roles. Your drop-down menu might look like this:

changing to all services

When you select All My Services, you'll see all of the services you own (as any type of owner — primary owner, other owner or IT contact). This includes services that are assigned to your organization and services that you own outside of your organization.

Permission to view all services in an organization

If you have permission to view all services in your organization, you can switch between viewing your own services and the organization's services. Here's an example:

changing org to all services

Note: By default, the permission to view all services in your organization is only enabled for a Manager Service Portal role.

An organization that's listed with "All Services" below it indicates that you'll see all services that are assigned to that organization. If you choose the organization without "All Services" below it, you would limit your view to only services that you own and that are visible to that organization.

Parent organizations

If a user belongs to a parent organization, the parent organization is displayed in the drop-down menu with a Parent org icon icon beside it. If any organization that the user belongs to is a child of that parent organization, that parent is shown in brackets under the organization.

In the example below, the view has been switched to the "Service" parent organization. Notice that "(Service)" is listed under the "Sales" organization; this indicates that "Sales" is the parent organization of "Service".

Service Portal parent org view

The Parent Organization view provides a limited view for reporting purposes only (for example, you can't access the Dashboard, Service Catalog, or Service Request pages). For some pages that you do have access to, no administrative actions are available (for example, the My Resources tab doesn't offer Recommendations, Actions, Reset OS drop downs and buttons). A parent organization view provides sufficient access to run some reports, search for VMs owned by the child organizations, and run some cost analytics. In all cases, the data for each operation is the aggregate of all the child organizations that belong to the parent.