Chapter 3. How to enable Red Hat account team access for customer support
When a customer has a question about their account on the Red Hat Hybrid Cloud Console, they can grant temporary access to their account to a Red Hat associate, usually a Red Hat Technical Account Manager (TAM) or a Red Hat Customer Experience and Engagement support engineer. After the customer grants account access, the Red Hat TAM or support engineer can log in to the customer account and access the account information on the Red Hat Hybrid Cloud Console as though they were a member of the customer’s account.
For more information about Red Hat support services, see Red Hat Service offerings.
When a Red Hat Technical Account Manager (TAM) or a Red Hat Customer Experience and Engagement support engineer requests access to a customer account, what they can see and do is limited by which user access roles are assigned to the access request and is also limited to customer account information that is available on the Red Hat Hybrid Cloud Console.
For more information about default user access roles, see reference section, Predefined User Access roles.
3.1. Using the access request feature to provide access to a customer account
Direct access to a customer account can help resolve issues when screen shots and remote viewing sessions are not successful. By using the access request feature, the Red Hat support team collaborates with the customer who consents to the level of access and the duration of access.
In a typical situation, the customer opens a support case with the Red Hat support team. The Red Hat support team works with the customer to arrange access to the customer’s account and log in to their Red Hat Hybrid Cloud Console.
Make sure to verify the following information before beginning any access request actions:
- The customer account number.
- The duration of the access which includes a maximum duration up to 12 months.
- The default user access roles the customer wants granted to the Red Hat support team.
With the access request feature, system access is always controlled by the customer. The customer can deny access permissions at any time.
Any access request action is associated with the unique username of the Red Hat associate on the support team who made the request. This means each Red Hat access request is visible only to the Red Hat associate who made the request, and only that associate can access the customer system. If a different Red Hat support engineer is brought into the support case and needs access, a new access request action is required for that unique Red Hat username.
3.1.1. Approving access to your account
As a customer and Organization Administrator, you grant access to your account by approving the Red Hat access request. An access request notification popup appears briefly when the Organization Administrator is logged in and receives a request.
You can view a list of all account access requests for your system and the status of each from the Red Hat Hybrid Cloud Console > Settings > Identity & Access Management > User Access > Red Hat Access Requests.
Only the Organization Administrator can approve or deny an access request. The User Access administrator role does not provide permissions to approve or deny an access request.
Prerequisites
Collaborate with a Red Hat support engineer and provide the following information so that the support engineer can create an access request request for your approval.
- You are logged in to the Red Hat Hybrid Cloud Console as a user who has Organization Administrator permission.
- Your Red Hat customer account number.
- A start date for system access.
- An end date for system access.
- An understanding of which user access roles the access request will grant to the Red Hat support engineer.
Procedure
- Navigate to the Red Hat Hybrid Cloud Console > Settings > Identity & Access Management > User Access > Red Hat Access Requests. A list of all access requests is displayed.
- The recommended approach is that you click on the Request ID number, a string of hexadecimal digits.
- Carefully review the request details and the Roles requested.
- Click Approve to approve the request. The action is confirmed and the status changes to Approved.
- Use the edit function to change your response.
3.1.2. Denying access to your account
As a customer and Organization Administrator, you deny access to your account by denying the Red Hat access request.
You can view a list of all account access requests and their statuses from the Red Hat Hybrid Cloud Console > Settings > Identity & Access Management > Red Hat Access Requests.
Only the Organization Administrator can approve or deny an access request. The User Access administrator role does not provide permissions to approve or deny an access request.
Prerequisites
- A Red Hat support engineer created an access request.
- The access request appears in the Red Hat Account Requests list.
Procedure
-
Navigate to the Red Hat Hybrid Cloud Console > Settings > Identity & Access Management > User Access > Red Hat Access Requests window.
A list of all access requests is displayed. - The recommended approach is that you click on the Request ID number, a string of hexadecimal digits.
- Carefully review the request details and the Roles requested.
- Click Deny to approve the request. The action is confirmed and the status changes to Denied.
- Use the edit function to change your response.
3.1.3. Requesting access to a customer account (Red Hat support team)
A member of the Red Hat support team uses the access request feature to gain access to a customer’s account . After receiving the access request, the customer can approve or deny the request.
The access request feature is available only to Red Hat associates who have a validated Red Hat associate user account. The access request feature is not visible to a non-associate. This information is provided as an aid to Red Hat Technical Account Manager (TAM) or a Red Hat Customer Experience and Engagement support engineer, and to enhance the communications of requirements between the customer and the Red Hat support team member.
Prerequisites
Make sure to verify the following information before beginning any access request actions.
- The customer account number
- The customer organization ID
- The duration of the access which includes a maximum duration up to 12 months
- The user access roles the customer wants granted to the Red Hat support team
Procedure
Use one of the following methods to obtain the customer organization ID:
- Ask the customer to provide it.
On the Red Hat Subscription Admin page, search by the customer account number.
NoteYou must be a Red Hat associate on the Red Hat VPN to view the Red Hat Subscription Admin page.
- Log in to the Red Hat Hybrid Cloud Console.
- Click your user avatar in the upper right of the Red Hat Hybrid Cloud Console window. A drop-down list appears.
- On the drop-down list, click Internal.
- After the Internal window appears, click Access Requests.
- Click Create request. A wizard guides you through the steps.
- After you create an access request, and before the customer approves or denies the request, you can edit the request or cancel the request.
Verification
A list of accounts to which you have access appears in a context switcher in the masthead of your Red Hat Hybrid Cloud Console account. This list includes your personal account.
When you choose another account from the context switcher, a banner appears in your Red Hat Hybrid Cloud Console window, for example, "Viewing as account 654321."
The Access Requests window shows the status of all access requests that you submitted. Account requests are linked to your username and are unique to you. No other Red Hat associate can view or act on the requests that you created.
