Granting Temporary Access For Technical Support Engineers

During certain troubleshooting scenarios, it may become necessary to grant a support engineer access to your Laserfiche Cloud resources.

Laserfiche Cloud customer accounts include a built-in system account named SupportUser. This system account is designed to allow your Solution Provider temporary access to your Laserfiche Cloud resources.

The SupportUser account differs from standard users in that:

  • There is a time limit associated with the account. Grant access to your Laserfiche resources only for the duration that you specify. You can remove rights from the account at any time before the time limit is up.
  • You cannot delete the account.

Granting Access to SupportUser

  1. Sign in to Laserfiche Account Administration and view the properties of the SupportUser user.
  2. Turn on the Enable User option and set an expiration date. The expiration date must be within 7 days.
  3. Important: Configure access rights to grant SupportUser only access to specific portions of your Laserfiche Cloud resources.

Notify your Solution Provider's support contact that the SupportUser account has been enabled.

Removing Access from SupportUser

SupportUser automatically loses access when the specified time period ends.

To manually remove access

  1. You can remove access from the account immediately by turning off the Enable User option.

Starting a Customer Assist Session as a Solution Provider

Solution Provider support engineers can start a customer assist session from the customer listing page. Before attempting to start a customer assist session, verify that:

  1. The customer has already enabled the SupportUser user account.
  2. The Solution Provider support engineer attempting to start the customer assist session has one of the following features:
    • Multif-factor authentication turned on for the user account signing in to the Solution Provider Cloud account.
    • Is signed in through single sign-on as a federated user.

To start a customer assist session

  1. Sign in to your solution provider account and view the customer listing page.
  2. Find the appropriate customer account. From the more options overflow menu, select Start Customer Assist Session.
  3. Verify that the appropriate customer information is displayed in the popup dialog and specify a reason for accessing the customer account.
  4. Click Start Customer Assist Session to be redirected to the customers account and be signed in as SupportUser.