Description
This article describes a legacy method to create authorized sub-users for an existing support account. For a more fine-grained method of user access control which supports the same use case, consider IAM users as shown in FortiCloud Services | Identity & Access Management (IAM).
Scope
Customer Service.
Solution
If an email address was added as a recipient on an existing FortiCare support ticket but does not match an existing sub-user or IAM user with access to the account, that email address will not be able to update the ticket using an email reply.
Instead, a courtesy error message will be generated as follows:
Received email update from 'Unauthorized Sender'. A response was received from a user who has limited access and is not permitted to access this ticket type or device, or whose email address is not a user on this account.
If this error message is received, the account owner or authorized user can add the relevant email address as a new IAM user or legacy sub-user.
Creating a legacy sub-user
Log in to the Fortinet Customer Service and Support web portal at support.fortinet.com using the account owner credential. Select the 'My Account' option from the drop down list to the right of the account ID.
The account owner has full access to add sub users. A sub-user with the 'create user' permission can also add other sub-users. Select the 'Manage User' option and select the 'head & shoulders' icon on the right of the screen to add a new sub user.
The Add User screen will now be displayed and the new user's email address can be entered. No password is set at this stage. Once the new user is created an email will be sent to that address with instructions to set their initial password.
Permissions can be associated with each sub-user which define the types of tickets they may open through the Support Portal, whether they are able to create additional sub users, and whether their access should be limited to a certain list of serial numbers within the main account.
A sub-user has visibility for all permitted resources, including ticket history and asset management for any allowed serial numbers.
