Technician option missing in customer portal under MSP reseller setupSolved

In an MSP/reseller setup, technician access for managed customer portals should be configured from the MSP portal rather than directly from the individual customer portal. To grant access to a technician for a specific managed portal:

1. Sign in to the MSP portal.
2. Go to the section for managing users or technicians.
3. Create a scope group.
4. Associate the required customer portal with that scope group.
5. Create the technician account from the MSP portal.
6. Assign the required technician role permissions.
7. Map the technician to the scope group that contains the target portal.

Once this is done, the technician should be able to access only the portal included in their assigned scope. If the Technician option is not visible inside the customer portal, this is expected when technician management is being handled through the MSP portal.

That makes sense. So instead of adding the admin from inside the customer portal, I create a scope group in the MSP portal, assign that scope group to the customer portal, and then assign the technician to that scope group?

Correct. The scope group controls which managed portal the technician can access, and the assigned role controls what they can do inside that portal. For example, you can assign permissions such as admin, reports, app management, or reports manager access while excluding billing access if the technician should not manage billing-related settings.

I followed that flow from the MSP portal and it worked. The missing Technician option in the individual portal was what confused me. Creating the scope group first and then mapping the technician to it solved the access issue.