Description
This article explains how to create sub user accounts to allow other people to access thesupport account.
The account owner has full access to add sub users. Sub-users can add other sub-users if there is the 'create user' option selected in their profile.
Scope
Customer Service.
Solution
Log in to the Fortinet Customer Service and Support web portal at support.fortinet.com. Select the 'My Account' option from the drop down list to the right of the account ID.
This will open the account administration page.
Take the 'Manage User' option and click on 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 details of the new user can be entered. No password is set at this stage, once the new user is created an email will be sent to them 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 SN's within the main account.
By creating a sub user you are sharing visibility for your account, including ticket history and asset management, with that person.
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 SN's within the main account.
By creating a sub user you are sharing visibility for your account, including ticket history and asset management, with that person.
This procedure will assist customers that somehow have access to tickets currently opened on FortiCare but cannot reply to them. Instead, Users will receive an update like the following:
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.
