Find help: allow Support to access your portal

Summary

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.

This support feature is available to 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.

1. From main navigation go to Settings > Support & Security > Support Access to view a list of portals, and their current access status.
2. 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.
3. 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

1. From main navigation go to Settings > Support & Security > Support Access to view a list of portals, and their current access status.
2. For a single portal, find the portal in the list and select Revoke. For multiple portals, select the portal name checkboxes and select Revoke.
3. 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.

1. From main navigation go to Settings > Support & Security > Support Access to view a list of portals, and their current access status.
2. 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