Share access to your portal with the Support team
Top-level admins can give LearnUpon’s support team temporary access to their organization’s portal, to view the portal from an admin’s perspective.
Availability: all customers
Provide remote access for the LearnUpon support team: overview
LearnUpon offers support for top-level portal admins through:
- your Implementation Consultant and Customer Success Manager
- the Knowledge Base available within the web application, and accessible online
- the support team ticketing system, where you can submit a ticket for a technical problem. See Find help: access the Support desk
See Find help: find and copy identifiers from your portal for tips about what info to provide in a ticket.
For difficulties that require a hands-on presence from the support team, a top-level admin can grant the support team short-term access to the organization’s portal. This step can help if the Support team:
- can’t reproduce the issue themselves, or identify the issue from logs available
- need to see the portal with its specific settings
The process starts with a LearnUpon support team member sending a request for portal access. All top-level admins see a notification banner on their portals about this request, like the one in the following screenshot.
When an admin allows access to LearnUpon support, the process generates a temporary admin user for the portal. This admin user is deleted when the session times out.
A log of the session stays on the portal for reference. See View access logs.
Access permissions
This feature is available to top-level admins only.
As a top-level admin, you can give LearnUpon access to:
- the top-level portal only
- any sub-level portals in their realm
After giving access as required, the admin can also revoke access.
Give LearnUpon’s support team access to your portal
The LearnUpon support team member sends a request for access to a portal. This step prompts a notification banner visible to all top-level admins.
- From main navigation go to Settings > Support & Security > Support Access to view a list of portals, and their current access status.
- For a single portal, find your portal name in the list and select Allow. For multiple portals, select the portal name checkboxes and select Allow.
- In the Portal access dialog that opens:
- select Access Duration for the support team. The default duration is 1 day
- select Allow to confirm
The list displays Access Available for the selected portals, and an expiry date and time for the access. Accessible portals show a green dot, while non-accessible portals have a red dot.
Revoke portal access
- From main navigation go to Settings > Support & Security > Support Access to view a list of portals, and their current access status.
- For a single portal, find the portal in the list and select Revoke. For multiple portals, select the portal name checkboxes and select Revoke.
- In the Portal access dialog that opens, select Revoke to end the session.
LearnUpon refreshes the list of portals, and displays the updated access status.
View access logs
Your portal retains a log of the LearnUpon support staff’s actions in your portal. You can view this log as part of troubleshooting steps.
- From main navigation go to Settings > Support & Security > Support Access to view a list of portals, and their current access status.
- Find your portal name, and select the log icon to open that portal’s logs.
The following screenshot shows a sample portal with the log icon highlighted.
See:
- Find help: access the Support desk
- Find help: find and copy identifiers from your portal
- Portal setup: let admins log in as learners