If you request technical support assistance your support representative may request access to your tenant in order to help with troubleshooting. Your support representative cannot allocate themselves access to your tenant and requires action from you. To grant them access you must hold a role with the following system permissions:
Users - Read and Update
Groups - Read and Update
You may also need the following if a suitable role does not exist.
Roles - Create, Read and Update
If you do not hold these system permissions then you must ask someone within your organisation who does. You can check you hold these roles by:
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Accessing the User Management screen. Use the hamburger menu to navigate to User Management.
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Select the Users tab
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If you can see a list of users then you hold the Users - Read permission.
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If you can edit a user then you hold the Users - Update permission.
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Select the Groups tab
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If you can see a list of groups then you hold the Groups - Read permission.
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If you can edit a group then you hold the Groups - Update permission.
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Granting access
- Using the User Management screen select the Users tab. Find your support representatives account in the user list. You can either scroll or search for their name.
- Open their user profile by clicking on the navigation icon next to their name.
- Grant them access by adding suitable groups to their user profile. The groups you add must hold roles which grant the user to a suitable part of your tenant.
- Notify your support representative to attempt login to your tenant.