Organization and ticket scope in Client Portal
This explanation is for administrators and integrators: how organizations in Constructor relate to what a Support Portal user sees on My tickets.
Why organizations exist
In B2B, one company often has several portal users. Each user is linked to their own client card in ConnectiveOne, but all of them can belong to one organization (for example, “Acme Ltd”).
An organization in admin UI is a group of client cards, not a portal user account.
| Concept | Who manages it | What it is |
|---|---|---|
| Organization | Administrator in Constructor | A group of clients (OpClients) |
| Client (card) | System / operator / registration | Record linked to a portal user |
| Portal user | Registration or admin | Signs in to Support Portal; does not edit organizations |
Step-by-step group management: How to manage organizations.
Two configuration layers
1. Organizations page (Constructor)
Feature flags under Instance settings → Client Portal:
- Client Portal settings (Constructor) — base Client Portal section.
- Client Portal organizations (Constructor) — Organizations page (create, assign clients, deactivate).
Without the second flag, administrators do not see Organizations in the menu.
2. Organization ticket access (instance)
A separate flag enables shared ticket visibility in the portal.
| Organization ticket access | Organization active | Client in organization | What the portal user sees on My tickets |
|---|---|---|---|
| Off | any | yes / no | Only tickets for their linked client |
| On | yes | yes | Tickets for all clients in that organization |
| On | no (deactivated) | yes | Only tickets for their client |
| On | — | no (unassigned) | Only tickets for their client |
Deactivate is the safe way to turn off shared visibility without removing clients or portal users.
Turning on organization ticket access affects all portal users in active organizations. Enable it only after assigning clients and checking Visibility preview on the organization card.
What reporters see
- Reporters do not open Organizations in Constructor or change groups.
- When organization ticket access is on and the organization is active, My tickets may include colleagues’ requests from the same organization (same filters and search, wider row set).
- When access is off or the organization is inactive — the list is as before: only their own tickets.
Tell company users about this before enabling organization ticket access so colleagues’ tickets are not mistaken for a bug.
Visibility preview for administrators
On the organization card in Constructor, Visibility preview shows:
- Ticket scope — Client only or Organization (effective mode given the flag and organization status);
- counts of clients, portal users, and tickets within the organization.
Use it before enabling organization ticket access on the instance.
Typical B2B flow
- Create organization “Acme Ltd” and assign employee client cards.
- Confirm Visibility preview shows expected numbers.
- Enable organization ticket access on the instance (with customer agreement).
- Each employee on My tickets sees requests from colleagues in the same organization.