User Support

To support other users, it is often necessary to log in as that user, to see the problem they are experiencing, identify the cause of the problem, and find a solution. But you need to do it without requiring the user's password, so it stays secure. The platform provides the ability to support users in just that way.

Customer Support Login for Admins

These support options are used by a sys admin, to support end users:

• Proxy Login as this User- To login as a different user
• Site Proxy Login - To login in as a Site user

Proxy Login as this User

As an administrator responsible for a number of Users, it is often convenient to diagnose user issues by logging in via proxy. With this login, you gain full access to all actions available to the user. (Each action performed during a Proxy Login is audited and logged.)

Users that have the Proxy Login Access permission can Login as another user to troubleshoot problems that may arise in a user's account

When a Proxy Login is initiated, a dialog box opens to remind the user that a record of these actions will be created. The user can opt to continue or cancel the action.

To execute a proxy login

1. Click > Administration > Access Management > Users
2. Select a user
   If your role has the capability to do a proxy login, the [Proxy Login] button is visible.
3. Click the [Proxy Login] button.
   A confirmation dialog appears.
4. Click [OK]
5. If this is a first-time login, you may need to answer a Security Question
   • The name of the user will appear on the screen, in place of your username
6. Perform any necessary troubleshooting activities

Note: You can only login-by-proxy as a member of your team or one of its subteams, as specified by the Permissions Hierarchy restrictions.

To close a proxy login session

1. Click the down arrow next to your name at the top of the window.

   A drop down appears with additional options.

   Learn more: Using the Agent Portal#User Options

2. Click the Switch Back link that appears above the Logout option.
3. Confirm that your login name appears on the screen, which indicates that you have successfully closed the Proxy Login session.

Site Proxy Login

If you have a Site, you may need to login as an active user of that site to troubleshoot problems they may be experiencing.

Users that have the Proxy Login Access permission can Login as a Site user.

To log in to a Site by proxy:

1. Go to > Administration > Access Management > Users
2. Select an active user.
   If Sites exist and your role has the capability to do a proxy login, the [Site Proxy Login] button is visible.
3. Click [Site Proxy Login].
   A popup window opens.
4. Select a site
5. Click [Submit].
   A new browser window is launched, showing the Site home page as the selected user.

Considerations

• Only one browser session can be active at a time, so the session in your original browser window is now devoted to the new user.
  If you refresh that window, you will see the new user's login page.

• If the new user is both a platform user and a site user, you see their platform page.
• If the new user is a Site user only, you see the Site login screen.

• To return to your original login, log out of the platform and then log back in.

Customer Support Login for Installers

Platform installers can also login as the admin user in a customer tenancy. A Service Provider's Customer support often needs to login to a tenant, so they can help with its configuration. The Customer Support Login lets them login as the admin user in the specified tenancy, to do that.

Users that have the Customer Support Login Permission permission can Login by Proxy to a Tenant

To Login by Proxy to a Tenant:

1. Open the Tenants object
2. Navigate to the Tenant of interest
3. In the Quick Links section, click the Customer Support Login link to login as this user
   • This Login by Proxy is tracked in the Audit Log, and is visible to the user
4. When the investigation is complete, click the Switch Back link to exit the Proxy Login and revert to your last login state