Showing Reports to Free Users on Service Portal

[Trevor Muhl]

Hello,

Background: We are a MSP that provides white-labeled support to end customers through a partner company. We are obligated to provide certain reports and metrics about end customer tasks to users of that partner company. We would like to provide those reports for on-demand use via a Service Portal, rather than giving a presentation of a dashboard or something else. These users have only one role. This role determines which Service Portal they are redirected to and nothing else.

Unfortunately, I have found that a report must be published for such users to view those reports. This article (Publish a report) states the following: "Note: To make a report available only to logged in users, set its Sharing setting to Everyone, but do not publish it." We want to show these reports only to logged-in users to avoid the security risks of publishing data globally.

Unfortunately, the Service Portal report widget shows the following when a report is shared with "Everyone": "Report visible only to a specific user or group". That message is not true.

I have tried adding these users to a group (without any roles) and sharing the report with that group but that does not provide any results. Is there anything I can do to show (non-list style) reports to non-fulfiller users in the system without publishing those reports?

Thank you for your time and concern.

[Mike Patel]

Check if you can add public role to report

[Trevor Muhl]

Thanks for the suggestion, Mike. Unfortunately, the "public" role will not stay saved as a required role and produces no difference.

[Jeff Currier · Accepted solution]

Inside the platform, as opposed to a published report, users need to have a role to view or act on data that isn't their own request.  The subscription model is setup such that users getting value from the data, i.e. viewing reports, should have some role in the system.  If you are viewing request data, you likely need a fulfiller role for those users to view these reports.  If the constraint is licensing, I suggest you talk with your account team about the value these users get and determine if there is a subscription which can be properly aligned with these users to match the value they receive.