Managing Users in Support Portal

  • 7024979
  • 07-Jan-2021
  • 18-Jan-2021

Environment

Micro Focus Support Portal (portal.microfocus.com)

Situation

How to manage users and get or give access for support cases, My Entitlements, Flexible Credits, and product email notifications.

Resolution

Note: User management is handled separately for the Support Portal vs. Software Licenses/Downloads (SLD). This document applies to the Support Portal only. See also Managing Users in SLD.

What is an Administrator?

An Administrator (or “Delegated Admin”) authorizes who has access to the support entitlements on an account. An Administrator can:
  • Add and remove other users
  • Link users to account(s) for viewing existing support cases
  • Link users to product entitlements for creating new support cases
  • Designate additional Administrators that can help manage users
  • Receive email notifications about users, if enabled your User Profile
  • Do everything else a non-administrator User can do (described next)

What rights does a User have?

A non-administrator user cannot add, remove, or change other users but can:

How did I become an Administrator?

There are several ways to become an Administrator such as:
  • You have been added by another Administrator on the account.
  • You are the technical contact on a Micro Focus order, or end user contact on a service contract.
  • You were an Administrator in Customer Center (for Micro Focus/Novell, NetIQ, or GWAVA).
  • You were a Primary Support Contact on a Volume Purchase Agreement for Attachmate, added or requested through My Support.
  • You were the first/only support contact on an account.

How does an Administrator view and manage users?

  1. On the Support Portal, go to Users
  2. If you belong to more than one account, select an account.
  3. Existing contacts are displayed as blue bars at the bottom of the page. Click a bar to expand details.
  4. If you change an existing user role or entitlements, scroll up and click Save Changes when finished.

How does an Administrator add a new user?

  1. On the Support Portal, go to Users
  2. If you belong to more than one account, select an account.
  3. Click “Add new Contact” button. Provide the name and Email and click Create.

Note: Create contacts only for members of your licensed organization, or for third parties working for you under contracts which include appropriate confidentiality provisions. Any other sharing of login access exposes your account data and is a breach of your agreement with Micro Focus.

What happens after adding a contact?

The user will receive an email to validate the address and inviting them to create a login account and access the Support Portal.

How do I find out the Administrator for my account?

When logged into the Support Portal, go to My Entitlements. Administrators are listed at the bottom of the page.

If you are not able to log in, contact Customer Support using Chat on the Support Portal, or by telephone. Be prepared to provide details of your account to a support agent.

How can I become an Administrator?

If you have no Administrators listed, or the listed Administrator(s) are no longer with your organization, please create a support case with Case Type “Access request” and describe your situation. See also Creating a new Support Case.

If you are not able to log in, contact Customer Support using Chat on the Support Portal, or by telephone. Be prepared to provide details of your account to a support agent.

Additional Information

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