Allow Support Access from the Partner Portal - Web Security Services

Products

• Cloud Secure Web Gateway - Cloud SWG

Issue/Introduction

Partner support would like to have the access right to their tenant.

Environment

Web Security Services (WSS) Partner Portal

Cause

As per the WSS General Data Protection Regulation (GDPR) remediation requirements, with the WSS M2.0 portal, Ops and customer support will no longer be permitted to login to the portal as a given tenant until that tenant has granted the permission to do so. 

Resolution

Via the partner portal, a partner can also indicate if the default for the tenant that they create should be to enable or disable the "Allow Support Access" as per the screen shot show below:

1) Access WSS Partner Portal and go to Customer Management -> Customer Config
2) By default, option 1 'Default Support Access setting' is set to deny for all account.
3) Click on the switch of option 1 to enable support access to all customer under your partner account.
4) Option 2 is to reset all account to Default- Access Deny state.