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Planview Customer Success Center

Customer Care Portal

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The Customer Care Portal is a special page in Planview Admin where Customer Care representatives can perform operations on behalf of Planview Admin customers. This page is not visible to customers and can only be accessed by Planview employees.

The major functions available on this page are:

  • Adding, editing, or deleting organizations in Planview Admin.
  • Adding, editing, or deleting product subscriptions from existing organizations.
  • Adding or impersonating users as well as resetting user passwords.

Managing organizations

In the Customer Care Portal, organizations are listed in the table under the main navigation and tool bars. The table displays the Organization name, ID, Regulatory region, Parent organization, TDUM enabled status, and Scheduled for deletion at date.

To add an organization:
  1. Click the Add Organization button in the toolbar.
  2. Enter an Organization name.
  3. In the Organization structure, select either Standalone organization or Child organization.
  4. If you are creating a child organization, a Parent organization field appears. Select a parent organization from the dropdown or add a new parent organization if it does not yet exist.

           

WARNING

A child organization's parent can never be changed after it is created. When creating a child organization, please make sure you are selecting or creating the correct parent organization.

           

  1. Select a Regulatory region.
  2. Set Domain 

           

NOTE

The Domain chosen will be used as the value in the URL to uniquely identify a customer organization for Planview admin (eg: https://<domain>.id.planview.com ), and later other Planview foundation Applications like IdeaPlace, Roadmaps, and Planview.Me.  

           

  1. Under Organization Administrator Info, enter the Email address, First name, and Last name of the organization's administrator.
  2. Click Add. If you are creating a child organization, you will receive an additional prompt to verify that the organization's parent information is correct.

The organization is created and added to the Organization list.

To edit an organization:
  1. Open the organization's actions menu by clicking the three dots at the right of it's row.
  2. Click Edit organization.
  3. In the modal that appears, make your changes in each field as necessary.
  4. Click Save.
To delete an organization:
  1. Open the organization's actions menu by clicking the three dots at the right of it's row.
  2. Click Delete organization.
  3. To confirm the deletion, type "delete" into the field in the confirmation prompt.
  4. Click Yes.

Managing product subscriptions for an organization

From the Customer Care Portal you can add or remove subscriptions for Planview producrs that customers have purchased. Currently, the only product subscriptions managed in Planview Admin are IdeaPlace and Roadmaps.

To enable IdeaPlace for an organization:
  1. Open the organization's actions menu by clicking the three dots at the right of it's row.
  2. Click Edit organization.
  3. Under Product Subscriptions, toggle the TeamTap subscribers option to Enabled.
  4. Click Save.

This enables access to IdeaPlace in Planview Admin for TeamTap subscribers.

To disable IdeaPlace for an organization:
  1. Open the organization's actions menu by clicking the three dots at the right of it's row.
  2. Click Edit organization.
  3. Under Product Subscriptions, toggle the TeamTap subscribers option to Disabled.
  4. Click Save.

This removes IdeaPlace from the organization and deprovisions its existing users from IdeaPlace.

To add Roadmaps subscriptions to an organization:
  1. Open the organization's actions menu by clicking the three dots at the right of it's row.
  2. Click Edit organization.
  3. Under Product Subscriptions, enter the number of subscriptions the organization purchased.
  4. Click Save.

The organization will be updated with the number of subscriptions you added. It's administrators can then assign the subscriptions to their users.

To reduce the number of Roadmaps subscriptions available to an organization:
  1. Open the organization's actions menu by clicking the three dots at the right of it's row.
  2. Click Edit organization.
  3. Under Product Subscriptions, enter a new number of subscriptions. Reducing the number to zero removes all subscriptions.

               

    NOTE

    An organization cannot have fewer subscriptions than the number of users that are currently assigned subscriptions. For example, if an organizations has seven subscriptions and wants to reduce that to four subscriptions, then the organization must unassign three subscriptions.

               

  4. Click Save.

The organization will be updated with the number of subscriptions you specified.