With Issuetrak 17.1, we have added a new function to provide access to your Issuetrak site to our Issuetrak Support teams. The new option to "Enable Support Access" enables an account that a Support team member can then use to log into your site. You will not need to create a user account or password, as this is handled through a back end process to allow our Support teams to log into your site.
To help with access control, this option will only be visible to users with Sys Admin or "Can access and maintain Administration functions" permissions.
If your site is not accessible via the internet, the options will still be present, but Issuetrak Support will not be able to access your site.
Using "Enable Support Access"
How to Find It
The option to Enable Support Access is located in several locations to make it easier for you to locate the menu option, these locations are:
- In the help menu (circle with a "?") in the top right of your screen, then under the Contact Issuetrak or About Issuetrak sub-menus.
- On the Issuetrak License page from Settings (gear icon) > License within the System section.
- On the Issuetrak Security page from Settings (gear icon) > Security within the System section.
Enabling Support Access
A lightbox will appear, and there are several things of note in the "Enable Support Access" portion of it:
- If Support access is not granted, an option to select the length of time that you would like to have the account enabled will be present at the top, this has a maximum of 7 days and a minimum of 1 hour, but can be extended if needed. When selecting a time, the expiration date / time will update on the right to provide the exact date / time the access will be removed automatically.
- If Support access is granted, this section will instead show that access is enabled, who enabled access and the date / time that access will automatically be disabled and the options to extend access or disable access.
History
Below the "Enable Support Access" section is a history that displays the instances when the service account was enabled, disabled, or extended. This also includes the UserID of the person who performed the action and when it was performed.
- This history has 50 records per page and keeps a running log of all changes to the Support account access changes.
- This section is also sortable by any of the columns listed.
If Admin Auditing is enabled, like with other administrative users, any administrative changes performed by the Support account will be logged into the Admin Auditing log for review if needed.
