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Improved Support Portal User Administration Functionality

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Article ID: 215467

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Updated On:

Products

Support Portal

Issue/Introduction

The Broadcom Tools Team is pleased to announce several improvements we've made to the existing Support Portal User Administration functionality.

Resolution

For end-users with the Site Administrator role applied to one or more of their Broadcom Support Site IDs, when managing end-user profiles associated with those Site IDs, you'll now have improved visibility and control over their access to various support systems and roles. 

NOTE: Broadcom Support recommends end-users having at least one Site Administrator assigned to each of their organizations Support Site IDs which provides them additional self-service capabilities outlined in this article.

If a Site Administrator is not assigned to an end-users Support Site ID, all access and role requests will be processed by Broadcom Customer Care.

For more information on how to request the Site Administrator role click HERE.

To access the enhanced User Administration Portal:

  1. Log into the Broadcom Support Portal
  2. Click on the appropriate software division tile 
  3. Click My Tools / Administration
  4. The User Administration Portal will load
  5. Click the User and Permissions tab



  6. Two new Role columns have been added allowing the Site Administrator to easily filter on those end-users assigned the Subscription Manager and Site Administrator roles. 
  7. Click the edit pencil icon next to any end-user row to open the new User Details page. 



  8. The new User Details view displays a breakdown of the end-users site ID associations and systems access (Downloads, Licensing, Case Management) and role assignments (Site Administrator, Subscription Manager).



  9. Revoking Site Access will remove the users access to that site along with the ability to raise cases against products associated with that site ID.

    NOTE: This action cannot be undone so Site Administrators should take note before proceeding.



  10. Adding/revoking access to Downloads, Licensing or Case Management will modify the users access across all their site ID associations. 

    NOTE: The Site Administrator cannot revoke access to these systems at the individual site ID level.



  11. When the end-user attempts to click on a revoked system tile (Product Downloads, Licensing or Case Management) they’ll be redirected to a message indicating this functionality has been disabled by their Site Administrator.



  12. Revoked Product Download and Licensing access will be blocked at the appropriate tile level as well as the Download or License button via the My Entitlements Portal.



  13. The Site Administrator role can be controlled at the individual site ID level, whereas the Subscription Manager role is applied to all PLA site IDs (non-PLA site IDs are greyed out).



  14. As system and role access is adjusted by the Site Administrator, changes are applied to the end-user profile immediately and individual email notifications will be triggered indicating their profile has been updated. 

    NOTE: The Site Administrator should be mindful of making a large number of changes at once as the end-user will receive individual notifications for every change made to their profile.



  15. Click the Audit Reporting tab to view a list of all the end-user profile changes include who made the change and to what system or role.



  16. Click the Invite User tab, enter the site ID of which you are a Site Administrator on, the email address of the end-user you'd like to associate the site ID to and click Submit.



  17. The end-user will receive a email notification indicating their profile is now associated with the site ID. They will now be able to manage support products (create cases, download software, generate license keys) under that site ID.

Additional Information

We trust these enhancements will provide you additional tools and resources to help get the most out of your online support experience. 

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