Support Administrator Actions
Search for users to review and update
User roles
Granular Access for Cloud specific roles
New Users
Edit user role
Remove user
View user profile
History
Related Content
Main document
Support Administrator actions
If you are a Support Administrator for your Pegasystems support account, you can manage your users via our centralized role management in My Pega. This functionality streamlines role-based access management across your relationship with Pega and puts user management in your hands as you know your organization best.
As the Support Administrator for your company, you have different actions that are available to you, depending on whether your company’s support account is qualified as an on-premises Pega product account, client-managed cloud account, or Pega Cloud® services account.
|
Action |
Description |
|
Add Users |
Specify individuals for your Pegasystems support account who can use support and self-service resources at Pega. |
|
Assign Roles |
Assign roles to support contacts as defined in Understanding Support user roles. |
| Remove Users | Remove individuals and their assigned roles, once they are no longer working as a support contact. |
| Review Users and Roles |
Review the designated support contacts for your Pegasystems support account, their roles, or check if their emails from Pega are no longer reachable. You may search for specific users or export lists of users to a Microsoft Excel spreadsheet, by role. Review your support contacts frequently to ensure that they are current and have the correct role assignments. Update your support contacts as needed for your Pegasystems support account. |
| View User Profiles |
You can view the profile of registered users in your organization, via My Pega. This will provide an overview of their activities on Pega sites for example; how long the user has been a Pega community member and when they last logged on to Pega digital assets such as My Pega, My Support Portal, Pega Academy etc. |
Before you begin: See Understanding Support user roles for a more detailed description of role definitions.
As a Support Administrator you can log into My Pega and select the User Management option in menu at the top of the screen. From Administrative tools select Manage Users. User Management can also be accessed via a quick link.
Alternatively, if you are already in My Support Portal you can access Manage Users from the home page menu, and you’ll be directed to My Pega from there.
In the Manage Users page, you can add and remove users and assign roles to the users who are designated support contacts for your company.
Your account name is displayed at the top of the page as part of the Manage Users title e.g. an account named Acme would display as Manage Acme Users.
Search for users to review and update
You can search for any user in your organization, via the search bar at the top of the screen, using either their name or their email address.
Scroll through the list of names or email addresses given to make your selection: You can now edit the role, remove the role from the user, or review the user’s profile via the ellipses icon menu options.
Adjacent to the search button information is provided on:
- Total number of users
- Number of Accounts you are affiliated to, with the role of Support Administrator i.e. Accounts you Manage.
Here you can manage the authorized users in your account. Select support contacts and assign them roles, enabling them to work with Pega Support resources.
- Available user roles are displayed in User Roles column, with the number of users assigned to each role for your account.
- Filter on the roles displayed. All roles available to you across My Pega are displayed here. To focus on the support related roles, for My Support Portal (MSP), click the filter by role icon and select Support from the list available.
- Click each role link to display the list of users affiliated with that role in the adjacent section. The section heading updates to reflect the list displayed.
Assign Multiple users to a role
- Select a role in the User roles section. For example Security contact.
- Select the Add Users icon in the adjacent column.
- A popup box is displayed entitled Add Users to Security Contact role (note: the name of the role selected is displayed in the title of the popup box)
- Search for the user(s) you wish to add either by name or email address. The users must be registered My Pega users to appear in this list.
- The user(s) found are displayed in a list. You can select one or more users by clicking the Add a row icon.
- You must select the appropriate account for each user added.
- Click the Finish and Add Users button to complete the action.
Assign multiple roles to a user
- Select a role in the User roles section. For example, Security Contact.
- In the adjacent column, either select a user from the list displayed or search for a user with this role via the search box. Select the relevant user from the results of the search.
- Once the user is selected, click the Edit Roles button.
- The edit screen is displayed with the available roles. Click the check box for the required role(s).
- For each role, select the relevant account.
- Click the Save Changes button to complete the action.
Granular Access for Cloud specific roles
For Pega Cloud specific roles e.g. Cloud Deployment Specialist, Cloud Operations Specialist, Proactive Incident Contact, you can specify their Cloud affiliation. That is, they can be affiliated to specific cloud projects and environments giving them more granular access.
- If the user should only be affiliated with a specific project, select the Specific projects option and single/multi-select from the list of available project names.
- Specify the Environment type to indicate whether the user is affiliated with production only environments, non-production environments, or all environments for the projects you have selected.
- Click the Add button to complete this action. After the user is added, the page reflects the new user and their assigned roles.
Pega Cloud users with access to specific projects:
- In My Support Portal users will only receive cloud maintenance (CM-) notifications for the projects / environments they are associated with.
- Users are only allowed to create Cloud change requests (CC) for the environments they are affiliated with. (Note: Proactive Incident Contact does not have permissions to create CCs, so this does not apply to them)
- That is, whilst creating a CC case, only environments Pega cloud users are affiliated with will be displayed in the environment selection list.
- A tool tip is displayed "CC can be created only for environments that user is affiliated with. If you do not see an environment that you expect to, please reach out to admin to update your cloud affiliation."
- When Pega support resources create a CC case on your behalf, we will only associate contacts with access to the specific environment.
- When cloning a case, Pega Cloud users can only select an environment they are affiliated with for the cloned CC.
- In My Pega Cloud users will only be able to download logs (Cloud Operations or Deployment Specialists) and restart environments (Cloud Deployment Specialists) for the environments they are associated with.
New users are sent an email message welcoming them to Pega Support. The email will identify you as the Support Administrator who affiliated them to the account and provide a brief overview of the roles they have been assigned. It also provides useful links to Support Self-service resources.
Add additional roles to existing users
An email is also sent to existing users when a new role is added.
If you specified a user who does not have a Pega account, you will see this error message: No member found.
The user should register via https://accounts.pega.com/register.
Once a user is registered with My Pega, they will be able to log into My Support Portal. However, they will not be able to view or create any tickets until they are affiliated to a support account.
- Select a role in the User roles section. For example, Security Contact.
- In the adjacent column, either select a user from the list displayed or search for a user with this role via the search box. Select the relevant user from the results of the search.
- From the list of users, click the ellipses icon next to the relevant users to see additional menu options:
- Edit roles
- Remove from Role
- Full Profile
Select the Edit roles option to navigate to the edit roles screen.
- Click the check box for the required role(s).
- For each role, select the relevant account.
- Click the Save Changes button to complete the action.
When removing a role from a user, you have 2 options available:
- Remove role(s) from an individual user
- Remove a role from multiple users in bulk
Remove role(s) from an individual user:
- Select a role in the User roles section. For example, Security Contact.
- In the adjacent column, either select a user from the list displayed or search for a user with this role via the search box. Select the relevant user from the results of the search.
- From the list of users, click the ellipses icon next to the relevant users to see additional menu options:
- Edit roles
- Remove from Role
- Full Profile
Select Remove from Role menu option.
- Remove From Role pop up box is displayed, with a warning message.
- Click the Remove User(s) button to complete the action.
Remove a role from multiple users in Bulk:
- Select a role in the User roles section. For example, Security Contact.
- A list of existing users with the selected role is displayed.
- Click the check box against the users you wish to manage.
- The Bulk Actions link is displayed at the top of the list, with an indication of the number of users selected.
- From the Bulk Actions link select Remove users from role
- Remove From Role pop up box is displayed, with a warning message.
- Click the Remove User(s) button to complete the action.
When removing a user, consider whether the user is a primary contact, an additional contact added to a support ticket, or a follower of the ticket.
If the user is listed as a primary contact (also known as client contact) on a support ticket, the following changes occur after that user is removed:
- Their name no longer appears as primary contact for the case, whether the case is open or closed.
- They no longer see previous Pulse notes in their Pulse feed.
- They no longer receive new Pulse noted for the case.
- They no longer receive Pulse email notifications for the case.
- For open cases, the system automatically replaces the primary contact with the account administrator, wherever the primary contact is removed.
If this is not the appropriate person to work with support resources on the case, you should change this to another resource. You can do this by editing the client contact details on the case.
If the user is listed as an additional contact on a support ticket, the following changes occur after that use is removed:
- Their name no longer appears as additional contact for the case, whether the case is open or closed.
- They no longer see previous Pulse notes in their Pulse feed.
- They no longer receive new Pulse notes for the case.
- They no longer receive Pulse email notifications for the case.
If the user is following a support ticket, the following changes occur after the user is removed:
- They are immediately removed as a follower on the case, whether the case is open or closed.
- They no longer see previous Pulse notes in their Pulse feed.
- They no longer receive new Pulse notes for the case.
- They no longer receive Pulse email notifications for the case.
- Select a role in the User roles section. For example, Security Contact.
- In the adjacent column, either select a user from the list displayed or search for a user with this role via the search box. Select the relevant user from the results of the search.
- From the list of users, click the ellipses icon next to the relevant users to see additional menu options:
- Edit roles
- Remove from Role
- Full Profile
Select Full Profile menu option.
- User is taken to the profile of the user. This provides an overview of the users’ activity with Pega including the date they joined as a member and their last login to Pega digital assets. For example: My Pega, My Support Portal, Pega Academy etc.
Select the History tab to view an audit history of your actions.
- Select the account to view and the details of all transactions for the account will be displayed.
- Use the filter available on each column to focus your results. For example, for actions carried out on a specific users, or by a specific administrator.
- You can Export the table displayed to Excel.
Related content
Administering Support accounts
Main document