This article provides an overview of how support data is shared between different users of the Sitecore Support Portal.
For overall access to Sitecore Support Portal and related levels of permissions, refer to the following articles:
This option is enabled by default and applied to users with support access connected to a company:
- All users from a company can access all Support Cases and Service Requests created by any user from the same company.
- All users from a company can view Cloud Consumption and Cloud Availability data for their company.
- All users from a company can view the list of their colleagues with access to support.
- When a user record is moved to a new company, this user loses access to all data connected to the former company. This also includes Support Cases and Service Requests created by the user directly. Related data remains accessible only to users who are still members of the original company.
This option can be enabled via self-service by registering Sitecore License of another company on Support Portal. Instructions are available on How to use Sitecore licenses on the Support Portal.
Most commonly, the process is used by Sitecore Partners to register relationship with a specific Sitecore Customer.
Such data sharing enables the following access:
- Users from Partner account can create and access Support Cases on behalf of Customer account.
- Users from Partner account can create and access Service Requests on behalf of Customer account.
- Users from Partner account can access Cloud Consumption data for Customer account.
- Users from Partner account can access Cloud Availability data for Customer account.
- Users from Partner account are NOT able to access cases created on behalf of the Customer account by users from the Customer account or by any other Partner.
This option is available on-demand by contacting your Sitecore Account Representative.
Most commonly, the process is used by Sitecore Partners to establish full access and visibility into support interactions between different Sitecore Partner offices.
Enabling this option adds the following access to all users from both Partner companies:
- All users from both companies can access all Support Cases and Service Requests created by users from either company, including the ones on behalf of Sitecore Customers.
- All users from both companies can create Support Cases and Cloud Requests on behalf of any Customer associated with either Partner company.
- All users from both companies can see Cloud Consumption of the two companies as well as any Customer associated with either Partner company.