Support Passcode
Generating a 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.
- In the Admin Tool, open the Support Tile
- On the top bar, click on the Generate Support Passcode button
- In the dialog
- Select the User you wish the Passcode to be generated against
- Select the duration of the passcode (from 1 to 72 hours)
- Record a note of the purpose for generating the passcode
- Click the Generate button
- The Passcode will be displayed
You can now copy this and communicate it to the relevant Support Staff.
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.