Add customers

Each customer in Witina is a division with its own region, its own access, and its own row on the customers dashboard. This page covers creating customers. For how the pieces fit together, see How Witina works for an MSP.

Turn on MSP mode

1. Go to Organization Admin → General.
2. Under Managed service provider, turn the switch on. You need the org:update permission.

A Customers section appears in the navigation, with Dashboard and All customers. If you turn MSP mode off later, those pages are hidden but your divisions, tags, and customer data are kept, and turning it back on restores everything.

Onboard a new customer

1. Go to Customers → All customers and choose Onboard new customer.
2. Enter the Customer name.
3. Optionally, change the Region name. It defaults to “Customer name Region”.
4. Optionally, under Admin invitation, enter the email address and name of the customer’s own administrator to invite them.
5. Choose Onboard customer.

Witina creates, in one step:

• a division for the customer, marked as a customer
• the customer’s first region
• a context named “Customer name Admin”, with an Administrators team that holds the Administrator role in it
• a gateway provisioning token for the new region, valid for 30 days
• the invitation, if you entered one, valid for 7 days

It then shows the provisioning token. Copy it: you’ll use it to install the customer’s gateway. If you lose it, or need another for a second gateway, choose Issue provisioning token on the customer’s page. Tokens that haven’t been used yet are listed there under Pending tokens.

Make existing divisions customers

If you already organize your clients as divisions, go to Customers → All customers, choose Add existing division, and pick from the divisions that aren’t customers yet. This only marks them as customers: their regions, gateways, and devices stay as they are.

A customer needs at least one region before anything can be monitored. Until it has one, the customer is flagged with “Nothing has been set up for this customer yet”.

The customer’s page

Choose a customer under Customers → All customers to open their page. It shows the customer’s health, lifecycle, tier, and account manager; counts of devices (and how many are monitored), gateways, regions, and open incidents; and lists of their open incidents, gateways, regions, pending tokens, and pending invitations.

Quick actions on the page:

• Switch to this customer changes the context you’re working in to this customer’s.
• Issue provisioning token creates a new token for installing a gateway in the customer’s region.
• Invite an administrator invites someone into the customer’s admin context.
• Suspend, and Return to a previous state, change the customer’s lifecycle. This is for your own records: it doesn’t stop monitoring, pause devices, or change billing.
• Remove from customers removes only the customer marking. The division, its regions and devices, and the customer’s notes are kept.

Notes

Each customer has a Notes page in Markdown, edited on the customer’s page. Use it as the customer’s runbook: contacts, maintenance windows, and links to your ticketing system and documentation.

The customer’s own administrator

When you invite a customer’s administrator, during onboarding or later, Witina emails them an invitation that expires after 7 days. It names both the customer and you, for example “Acme Dental, managed by your organization”. When they accept, they join your organization as a member of the customer’s admin context, with the Administrator role for that customer.