Provide temporary read-only access for Technical Support Engineers within ICDm

Products

• Endpoint Security

Issue/Introduction

Here are the steps required to grant temporary read-only access to your ICDm cloud domains, enabling Technical Support Engineers to securely investigate and troubleshoot issues within your environment. This limited-access method ensures that support personnel can review necessary configurations without the ability to make changes, maintaining your security and compliance posture.

Cause

For troubleshooting purposes you want to allow Technical Support Engineer to review your configuration while working on an issue.

Resolution

To provide Technical Support temporary read-only access follow these steps:

1. While logged into your ICDm tenant, click on your name in the upper right hand corner and choose About/Support.
2. Under BSG Self-Service Portal, click Open in "Open to access custom IDP..."
   • This will take you to a Broadcom Software portal, where you can see the subscription of your ICDm instance.
3. Confirm your subscription status is ACTIVE.
4. Scroll down to the Domains section, select the domain that you want Support Engineers to access.
5. Click on the vertical ellipsis (three vertical dots) to the right of the selected domain, choose Manage Support Access.
6. A SaaS Support Access Settings window will pop up, choose these options:
   1. Set Access Profile to SES Support Engineer Profile.
   2. Set Duration to for 1, 3 or 7 days.
   3. In the Purpose text box, enter the purpose for the access.
7. Click Apply.

Inform the Support Technician have enabled read-only access which has been granted.

 

 

Additional Information

A YouTube video demonstrating these steps can be found here: https://www.youtube.com/embed/UCFKnqvDJto

Below Active Access Profile on the SaaS Support Access Settings window you can see the role assigned to the support engineer's access as a View Role.