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Customer onboarding and permissions

This article provides an overview of the customer onboarding process (launched in December 2015), how this process sets up different permissions and how those permissions can be updated when new people join your OutSystems team.

Customer Onboarding

The customer onboarding was designed to ensure that your OutSystems account is properly set up and that you can start taking advantage of your platform and all of its tools.

During the onboarding the following key roles are identified:

  • your financial contact:
    • oversees your OutSystems subscription;
    • manages the procurement process;
    • negotiates license renewals.
  • your technical contact:
    • oversees the platform installation;
    • manages platform updates and upgrades;
    • manages platform licenses in the Licensing Portal;
    • delegates access to Support Portal to company employees and external contractors;
    • manages developers access to your OutSystems infrastructures 
  • your developers:
    • use the platform to create and manage your applications;
    • open support cases with OutSystems technical support;


And configured accordingly:

  • financial and technical contacts are associated with your account as an Administrators
    • giving them full access to the Account Settings Area to manage and delegate permissions going forward;
  • developers are associated with your account as regular users;
  • all users will receive access to Support Portal - enabling them to submit help requests to OutSystems technical support.

In cloud or hybrid infrastructures, your technical contact and developers will be invited to set up their developer accounts (in the Lifetime application), enabling them to start developing right away!

Behind the scenes, this onboarding process also sets up your Account Settings Area - the place which you can later user to manage your OutSystems permissions.

Support Portal permissions

The Support Portal can be used to submit help requests to OutSystems technical support team. In the Support Portal you can also comment on open cases, browse through previously closed cases and if you feel a case isn't receiving the attention it requires you can request a case escalation.

Permissions in the Support Portal can be managed by users who, in your Account Settings, have a "Admin" permissions on either the Company User Access or an infrastructure's individual Support Portal Permissions, as seen below:


Licensing Portal permissions

The Licensing Portal can be used to manage and download licenses for your OutSystems environments.

OutSystems licenses have a validity period and as part of a regular OutSystems Platform installation, your teams will use the Licensing Portal to register new environments, release environments, and obtain license files.

To use the Licensing Portal your users will have to login with their OutSystems account and then:

The Licensing Portal logs all activities so that you can keep tabs on everything that's going on with your OutSystems licenses.

Take special care not to publicly disclose your infrastructure Activation Code (e.g. sharing screenshots in the development forums).

Adding new users to your OutSystems account

As the number of OutSystems applications in your company grows, the number of people you have working with your OutSystems Platform will also grow. These newcomers should also create their own OutSystems user accounts (here's a link to signup page) so that you can associate them with your OutSystems account.

This association is done in your Account Settings:

Navigate to the Members area and, if you are a company Admin, you'll see the "Add Member" button:

By clicking "Add Member" you'll be taken to this screen:

Here you can specify:

  • Company User Access
    • Viewer - pick this if you just want to give this user permission to develop and open support cases
    • Admin - pick this if you want to fully delegate the member management capabilities to the new member
  • Support Permissions 
    • the Support Portal permissions are managed per OutSystems infrastructure, the available access levels are:
      •  User
        • can browse his support cases
        • can open support cases
      • Administrator
        • can browse all support cases
        • can open support cases
        • can manage additional accesses to the Support Portal for this infrastructure
        • will receive notifications for support cases opened by unauthorized people (e.g. cases submitted via email)
    • one additional setting is "CC in all cases"
      • this enables a user to receive email notifications for all support cases opened in this infrastructure
  • Development Permissions (in Lifetime)
    • available only in Cloud and Hybrid infrastructures and only when adding new users
    • the Lifetime user will not be created immediately:
      • the new member will receive an email with an invitation link
      • when clicking the invitation link the user will be invited to picked a new development password (which for security reasons should be different from his account password)
      • the Lifetime user will then be created using the member's email as username* and using the password the member selected

Keep in mind that this might conflict with your companies own username policy.

Editing existing users

Editing user permissions can be done via Account Settings, Members tab and then clicking "Edit" on the user for which you want to manage.

The option to grant Development Permissions is only available while adding new users. This capability was designed as an accelerator for those new to OutSystems and who aren't familiar with the differences between the different types of users (namely accounts, Lifetime users, and your application users).

Users' development permissions can be managed by your Administrators in your infrastructure's Lifetime application.