Breadcrumbs

Creating organisation contacts and provisioning Service Center access

Learn how to use your organisation Data Center account to register internal contacts, enable Service Center ticket tracking, and manage your team profiles in batch.

Audience:

Organisation Data Center administrators.

Purpose:

To guide administrators through creating individual user profiles (organisation contacts) inside the Data Center and granting them ticket permissions for the Service Center.

Estimated reading time:

3 minutes

As your organisation designated Data Center administrator, you hold the master account responsible for managing your organisation's digital ecosystem footprint.

While you use the Data Center to download our products and maintain licenses, your team members will use the Service Center to submit service tickets, consult knowledge bases, and collaborate directly with local Hybrid Software technical teams. Before your colleagues can log in, you must first register them as an official organisation contact and provision their access privileges.

Lost admin access? If your company does not have access to the Data Center yet, please reach out directly to your local sales representative to kick off the master onboarding process.

Step-by-step user provisioning

Follow these steps inside your Data Center administrative account to configure and provision your team's access:

Step 1: navigate to your Data Center settings

  1. Log in to the Data Center.

  2. From the main navigation menu, head over to the "My Settings" tab.

  3. Scroll down to the "Company Contacts" section. From here, you can add brand-new users or modify existing profiles.

Step 2: open the “Add Contact” configuration window

Option A: for a new contact

  1. At the top right of the Company Contacts section, click the "Add contact" (+) icon to open a clean form.

  2. Fill out the required contact fields carefully:

Field

Description

First Name

The first name of the contact.

Last Name

The last name of the contact.

Email Address

The email address of the contact (serves as their unique username).

Contact Type

The contact type (Technical, Commercial, IT or Manager).

Option B: for an existing contact

  1. Locate the employee's name in your contact directory.

  2. Next to their name, click the "Edit contact" (pencil) icon to open their current configuration window.

Step 3: enable Service Center rights and save

Whether you are creating a fresh profile or editing an old one, provision their access right inside that open configuration window:

  1. Scroll to the access properties and explicitly toggle on enable "Service Center".

  2. For corporate groups (optional): if your organisation is part of a larger corporate group, select the specific sites where this contact should be authorised to submit and track service requests.

  3. Click "Save". A corresponding Service Center account is now officially initialised in the background!

Time-saving admin tip (batch editing): if you need to update a specific contact field for multiple team members at the same time, click the "Edit Batch" (pencil) icon located at the top of the required column to update your team in bulk.

What happens next?

Once you save the provisioned access rights in the Data Center, our systems handle the rest of the onboarding pipeline:

  1. Automated email delivery: the system fires an automated Service Center welcome email directly to the contact's corporate inbox.

If a team member doesn't see it shortly after you save, advise them to check their Spam or Junk folders, especially during an organisation first-time setup.

  1. Password activation: your user opens the email, clicks the Activate account button, and completes their profile registration by matching their full name.

  2. Live ticketing access: once finalised, the user can log into the Service Center to view knowledge bases, submit and track open tickets. They will immediately see the all service portals and request types assigned to them.

Important identity management rules

  • Updating email addresses: if you update an existing contact's email address within the Data Center, the system will automatically generate a brand-new Service Center user profile. Our backend team will be notified automatically to merge their access and restore their historical service ticket history as quickly as possible.

  • Deactivating accounts: to revoke access, simply edit the contact, disable “Service Center”, and click Save.