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kumarh
Staff
kumarh
Staff
December 5, 2024

Customer Service Tip: BPS Request Type Missing for IAM Users in Ticketing Portal

  • December 5, 2024
  • 0 replies
  • 836 views
Description

This article describes why IAM users with the BPS product may not see the new BPS request type in the ticketing portal when using customer impersonation:

 

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Scope FortiCloud.
Solution

The issue occurs because the UI hides the BPS request type if the FortiClient Service portal is not visible in the top menu.

 

  1. Ensure the IAM user has the following permissions:
  • Asset: Entitlement Management and Account Services.
  • FortiCare New: Any ticket creation permission.
  • OR SysAdmin User Permission.

 

  1. Log in directly using the IAM user credentials.

 

Note:

The new BPS request type should now appear under the Request Type options.

 

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