Support Passcode

Overview

Support Passcodes have been designed to allow Customers to grant temporary access to their Instance should this be needed for Support to investigate an open issue. A Passcode will be generated against a particular User, allowing the Support Team Member the ability to investigate behaviour with the same access level as the User experiencing the issue.

Generating a Support Passcode to enable Hornbill Support to access your Instance

Passcodes are Generated via the Support tile in the Admin Tool.

1. In the Admin Tool, open the Your Subscription Tile
2. On the top bar, click on the Generate Support Passcode button
3. In the popup
   1. Select the User you wish the Passcode to be generated against
   2. Select the duration of the passcode (from 1 to 72 hours)
   3. Record a note of the purpose for generating the passcode
   4. Click the Generate button
4. The Passcode will be displayed

You can now copy this and communicate it to the relevant Hornbill Staff. Where possible it is recommended that the Passcode is shared by updating the Request Timeline directly.

Notes:

• Once this dialog is dismissed, you cannot retrieve this Passcode.
• Generating a new Passcode will automatically revoke the any existing Passcode
• If there is an active Passcode the Revoke current access code button will active

Clicking this will revoke access for the current Passcode.