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MyGlue Scenario 5 - Self-Service - Connect IT Community | Kaseya
<main> <article class="userContent"> <p>If you'd like to know more on how to deploy MyGlue, please view <a href="https://kaseya.vanillacommunities.com/kb/articles/aliases/itglue/hc/en-us/articles/360004938498" rel="noopener nofollow">MyGlue Deployment Guide</a>.</p> <h3 data-id="scenario-purpose">Scenario Purpose </h3> <div>Deploy MyGlue account as a value-added service for a client so you can share documents and SOPs you have documented in IT Glue through MyGlue so the clients are empowered to solve simple IT issues themselves.</div> <h3 data-id="scenario">Scenario</h3> <p>Many simple IT issues can oftentimes be handled on a self-service basis where clients can access always up-to-date SOPs that you have already documented in IT Glue. Now your clients can simply access them through MyGlue. With this, clients are empowered to solve simple and repetitive issues on their own rather than waiting in a queue for IT support. For example, it can consist of a simple set of instructions such as how to troubleshoot a printer or how to configure work email on their mobile phones.</p> <h3 data-id="myglue-deployment-steps">MyGlue Deployment Steps</h3> <ol><li>Navigate to <strong>Account > MyGlue</strong> and click <strong>+ New.</strong> <p><br><img src="https://us.v-cdn.net/6032361/uploads/migrated/EWD6QA9QSWY0/myglue-it-glue.png" alt="MyGlue___IT_Glue.png" class="embedImage-img importedEmbed-img"></img></p> <p>If you have never set up a MyGlue account before, you will see the screenshot below when you click <strong>MyGlue</strong> from the sidebar.</p> <p><img src="https://us.v-cdn.net/6032361/uploads/migrated/QISJ1EAMNLV1/screen-shot-2018-06-06-at-11-26-08-am.png" alt="Screen_Shot_2018-06-06_at_11.26.08_AM.png" width="450" height="393" class="embedImage-img importedEmbed-img"></img></p> </li> <li>If this is the first MyGlue account you are setting up, you will be prompted to enter support information. If not, please skip this step. <p><br><img src="https://us.v-cdn.net/6032361/uploads/migrated/31K75URL82M8/screen-shot-2018-06-06-at-11-29-50-am.png" alt="Screen_Shot_2018-06-06_at_11.29.50_AM.png" class="embedImage-img importedEmbed-img"></img><br><img src="https://us.v-cdn.net/6032361/uploads/migrated/GU1WQ9PZTVLG/screen-shot-2018-06-06-at-11-30-03-am.png" alt="Screen_Shot_2018-06-06_at_11.30.03_AM.png" width="701" height="362" class="embedImage-img importedEmbed-img"></img></p> </li> <li>In the <strong>New Account</strong> page, complete the following: <ol type="a"><li>Enter a name for the new MyGlue account.</li> <li>Choose the existing IT Glue Organizations you’d like to assign.</li> <li>If you want to enforce MFA for the account, check <strong>Require MFA for access to this MyGlue account</strong>. Refer to our KB article <a rel="nofollow" href="https://kaseya.vanillacommunities.com/kb/articles/aliases/itglue/hc/en-us/articles/360004933717-Turning-on-enforced-MFA-for-all-users">here</a> for details on prerequisites needed for this setting.</li> <li>Select a global default security permission for the account. There are three options: <ol type="i"><li> <strong>All MyGlue users with access to the organization have access by default - </strong>Passwords created by MyGlue users will be visible to all other MyGlue users with access to the same organization. This ensures that a low-risk and widely used password is easily accessible.</li> <li> <strong>Only the creator has access by default -</strong> Passwords created by MyGlue users are visible only to that user. This ensures that a password is not exposed to an entire group or organization upon creation.</li> <li> <strong>Specific groups and/or users with access to the organization can access by default -</strong> Passwords created by MyGlue users will be automatically shared to specifically chosen MyGlue groups/users or IT Glue groups. This means that MyGlue users don’t need to remember to set those permissions each time they create a password. The password creator will still have access.</li> </ol></li> <li>Click <strong>Save</strong>. <p><br><img src="https://us.v-cdn.net/6032361/uploads/migrated/1K75HPNGGLM3/new-account-it-glue.png" alt="New_Account___IT_Glue.png" class="embedImage-img importedEmbed-img"></img></p> </li> </ol></li> <li>Create a security group for this MyGlue account. Enter a name and an optional description for the group, and add all MyGlue users who should have access to the group. If you do not yet have MyGlue users in IT Glue, you can invite them on the next screen. You can also add additional organizations here. <p><br><img src="https://us.v-cdn.net/6032361/uploads/migrated/HJFZAMWN4003/screen-shot-2019-01-22-at-12-36-09-pm.png" alt="Screen_Shot_2019-01-22_at_12.36.09_PM.png" width="753" height="537" class="embedImage-img importedEmbed-img"></img></p> </li> <li>Uncheck<em> Grant access to unrestricted ("All IT Glue Users") IT Glue data within the allowed Organizations</em> to restrict asset access to the MyGlue Users / Groups you specify. <p><br><img src="https://us.v-cdn.net/6032361/uploads/migrated/NVEYZPJ1EM7A/screen-shot-2019-03-21-at-2-24-50-pm.png" alt="Screen_Shot_2019-03-21_at_2.24.50_PM.png" width="598" height="65" class="embedImage-img importedEmbed-img"></img></p> </li> <li> All asset types are checked to deny access by default. Uncheck <strong>Documents</strong>, and click <strong>Save</strong>. <p><br><img src="https://us.v-cdn.net/6032361/uploads/migrated/I4W4L9MTGEUY/screen-shot-2019-03-21-at-1-38-24-pm.png" alt="Screen_Shot_2019-03-21_at_1.38.24_PM.png" width="901" height="399" class="embedImage-img importedEmbed-img"></img></p> </li> <li>Uncheck the organization's contacts you do not want to invite to MyGlue, and click <strong>Next</strong>. <p><br><img src="https://us.v-cdn.net/6032361/uploads/migrated/FFRFZI732WEQ/screen-shot-2019-01-22-at-2-28-39-pm.png" alt="Screen_Shot_2019-01-22_at_2.28.39_PM.png" width="700" height="594" class="embedImage-img importedEmbed-img"></img></p> </li> <li>Set the appropriate permissions for the invited users. Our <a href="https://kaseya.vanillacommunities.com/kb/articles/aliases/itglue/hc/en-us/articles/360004939118-MyGlue-user-roles-groups-and-permissions-" rel="noopener nofollow">MyGlue user roles, groups, and permissions</a> KB article will help you decide which role to give the users. Click <strong>Save</strong>. <p><br><img src="https://us.v-cdn.net/6032361/uploads/migrated/1SCVHH2LYWG4/screen-shot-2019-01-22-at-2-31-36-pm.png" alt="Screen_Shot_2019-01-22_at_2.31.36_PM.png" width="700" height="1011" class="embedImage-img importedEmbed-img"></img></p> </li> </ol><h3 data-id="sharing-documents-and-sops-with-myglue-users">Sharing Documents and SOPs with MyGlue users</h3> <p>In MyGlue, you can share valuable Documents and SOPs with your MyGlue users to help them self-serve on a number of IT topics. Learn about the two ways you can do so below:</p> <p><strong><em>Sharing to specific MyGlue users only:</em></strong></p> <p>You may have multiple Documents and SOPs applicable to specific clients only. In this case, you can manually select and share the exact assets they need to perform self-service. Let's assume you want to share 'How to Connect Personal Devices to WiFi', and 'How to Request VPN Access' in the screenshot below with your client user.</p> <p><img src="https://us.v-cdn.net/6032361/uploads/migrated/JTSHPBHUOT57/screen-shot-2019-03-21-at-1-59-36-pm.png" alt="Screen_Shot_2019-03-21_at_1.59.36_PM.png" width="900" height="267" class="embedImage-img importedEmbed-img"></img></p> <ol><li>Edit each of the documents you wish to share and grant access to the MyGlue group you created when you deployed the MyGlue account. <p><br><img src="https://us.v-cdn.net/6032361/uploads/migrated/C3QPIAA7WDPN/screen-shot-2019-03-27-at-4-56-00-pm.png" alt="Screen_Shot_2019-03-27_at_4.56.00_PM.png" width="899" height="271" class="embedImage-img importedEmbed-img"></img></p> </li> <li>Alternatively, create a folder and drag the documents into it. <p><br><img src="https://us.v-cdn.net/6032361/uploads/migrated/FLK9R4NLQF2F/screen-shot-2019-03-21-at-3-01-41-pm.png" alt="Screen_Shot_2019-03-21_at_3.01.41_PM.png" width="1000" height="346" class="embedImage-img importedEmbed-img"></img></p> </li> <ol type="a"><li>To assign permissions to the folder, check the box next to the folder "Client Self Serve". Then, click the arrow next to the checkbox column heading and choose <strong>Security</strong>. <p><br><img src="https://us.v-cdn.net/6032361/uploads/migrated/BI4D7916I0MA/screen-shot-2019-03-21-at-3-24-07-pm.png" alt="Screen_Shot_2019-03-21_at_3.24.07_PM.png" width="350" height="346" class="embedImage-img importedEmbed-img"></img></p> </li> <li>In the MyGlue Groups field, search for the MyGlue folder or users you want to give access to. Click Save.<br><p><br><img src="https://us.v-cdn.net/6032361/uploads/migrated/8UE2BIABVH9L/screen-shot-2019-03-21-at-3-24-59-pm.png" alt="Screen_Shot_2019-03-21_at_3.24.59_PM.png" width="451" height="467" class="embedImage-img importedEmbed-img"></img></p> </li> </ol></ol><div> <strong>Note</strong>: When you apply permissions to folders, any documents already in the folder will inherit the permissions set. Any new documents you put in the folder will not inherit permissions. To have new folder documents inherit permissions, you will need to repeat the two steps above, set the permissions back to <strong>All Users</strong> and then change them back to the specific groups you want to have access.</div> <p>Your specified MyGlue users will only see Documents in their sidebar, and will see the documents you have given them access to.</p> <p><img src="https://us.v-cdn.net/6032361/uploads/migrated/BHB8P4IBLRMP/screen-shot-2019-03-21-at-3-47-53-pm.png" alt="Screen_Shot_2019-03-21_at_3.47.53_PM.png" width="1001" height="256" class="embedImage-img importedEmbed-img"></img></p> <p><strong><em>Sharing to all users across every MyGlue account you manage:</em></strong></p> <p>You may have multiple Documents and SOPs that would benefit all of your MyGlue users across the board. In this case, you can add read-only versions of them to the MyGlue Help Center. Direct your clients to the Help Center as the central repository for valuable help documentation that everyone can access directly in their instance.</p> <p>For full instructions on this, please review our <a href="https://kaseya.vanillacommunities.com/kb/articles/aliases/itglue/hc/en-us/articles/360013758178" rel="noopener nofollow">Setting up My Glue Help Center</a> KB article.</p> <h3 data-id="myglue-users-managing-their-own-permissions">MyGlue users managing their own permissions</h3> <p>MyGlue users can also self-manage their security permissions. Your clients are able to create, edit, and update their own groups and security permissions. By self-servicing these actions, your IT admin can focus instead on delivering higher, more complex-level services for your clients.</p> <p>Users can easily move or delete multiple passwords in bulk within an organization, saving them time from having to edit password permissions individually.</p> <ol><li>From any MyGlue organization, click <strong>Passwords</strong> in the left sidebar.</li> <li>Then, select the passwords to be bulk updated, click the down arrow next to the checkbox column heading, and click <strong>Security</strong>. <p><br><img src="https://us.v-cdn.net/6032361/uploads/migrated/KI7MPEVONMK3/passwords-myglue.png" alt="Passwords___MyGlue.png" class="embedImage-img importedEmbed-img"></img></p> </li> <li>Select either "All MyGlue Users..." or "Add or remove Groups/Users". <ol type="a"><li>If you select "All MyGlue Users...", review <strong>Step 5</strong>. </li> <li>If you select "Add or remove Groups/Users", use the filter fields to add and review users and groups as needed. <div> <strong>Note: </strong>This option will only work if individual passwords are selected. Users will not have an option to manage folder security here.</div> <p><br><img src="https://us.v-cdn.net/6032361/uploads/migrated/87F7UAD69NXU/passwords-myglue-2-2.png" alt="Passwords___MyGlue-2-2.png" class="embedImage-img importedEmbed-img"></img></p> </li> </ol></li> <li>After all the selections have been made for each Group and User field, click <strong>Save</strong>.</li> <li>A red banner will appear allowing you to confirm your changes. <strong>Please ensure the changes you make are intended as the operations cannot be undone</strong>. <p><br><img src="https://us.v-cdn.net/6032361/uploads/migrated/DG0QUGWIJX9Z/myglue-scenario-5-self-service-revision-google-docs.png" alt="MyGlue_Scenario_5_-_Self-Service_-_REVISION_-_Google_Docs.png" class="embedImage-img importedEmbed-img"></img></p> </li> </ol><p>Once complete, a green confirmation banner will appear. Security permission changes are applied in the background and may take a while depending on the number of passwords being modified.</p> <p>For more details on the Bulk Security feature, please visit our <a href="https://kaseya.vanillacommunities.com/kb/articles/aliases/itglue/hc/en-us/articles/360004937618-Bulk-Security-for-Passwords" rel="noopener nofollow">Bulk Security for Passwords</a> KB article.</p> <p>Please also see the below scenarios for other ways you can utilize MyGlue.</p> <ul><li><a href="https://kaseya.vanillacommunities.com/kb/articles/aliases/itglue/hc/en-us/articles/360004938858" rel="noopener nofollow">MyGlue Scenario 1: Client Password Management Solution</a></li> <li><a href="https://kaseya.vanillacommunities.com/kb/articles/aliases/itglue/hc/en-us/articles/360004934957" rel="noopener nofollow">MyGlue Scenario 2: Client Internal Documentation Solution</a></li> <li><a href="https://kaseya.vanillacommunities.com/kb/articles/aliases/itglue/hc/en-us/articles/360004935237" rel="noopener nofollow">MyGlue Scenario 3: Client Structured Documentation Solution</a></li> <li><a href="https://kaseya.vanillacommunities.com/kb/articles/aliases/itglue/hc/en-us/articles/360004939578" rel="noopener nofollow">MyGlue Scenario 4: Collaboration</a><br></li> </ul> </article> </main>