Users with an account that has administrator-level access can manage user access requests on the IBM Support site. To start, select the user icon in the top right corner of the Support site. If necessary, log in, and then select User Administration. Only users with administrator access on at least one account have access to this option. The User Administration page displays.
Before You Begin
The features described in this document are available to account administrators only. Before continuing, be sure you have Administrator privileges on your account. To request administrator privileges, follow the instructions in User Administration.
If There are No Administrators For Your Account
If there are no Administrators assigned to your account, for example, if none has ever been assigned or if the previous administrator has left the company, contact the Helpdesk through the Get Help button at the bottom of any page on the Support Site.
Working with the User Administration Page
The following image highlights features and functions on the User Administration page.
- Email Domains: Use this tab to manage the support access you provide to users based on their email domains. This tab displays by default. For more information about email domains, visit Email Domain Management.
- Users: View all the users who currently have access to the accounts you administer.
- Pending Requests: View all initial acess and access level change requests from users whose account access you administer.
- Blocked users: View users who have been blocked from your accounts .
Note: When a user is blocked, they are blocked from all accounts you administer. Deleting a user from this table re-enables their access and allows them to request support to the accounts you administer. - Call Home Back Up Contacts: Use this tab to specify a person for each of your accounts who will act as the contact for cases opened through IBM's call home feature in the event no other contact is available based on information available to IBM.
- Access level filter: you can filter by All users, Administrators, Full users or Basic Users
Note:Your selection of All users, Administrators, Full users or Basic users will be maintained each time you navigate away and back to the user administration page - Accounts filter: Filter based on the accounts you administer.
- Search: You can search any of the fields in the table. This function only searches information displayed on the screen, so it may be necessary to adjust filters as appropriate.
- Number to display per page: you can select how many users to display on each page.
Note: Your selection of number to display per page will be maintained each time you navigate away and back to the user administration page. - Add user: Add a user to one of your accounts or invite someone new to the IBM support site.
- Access level: View users' levels of access.
Note:If you have already filtered by access level, only the accounts to which the user has the selected level of access displays in this column. - Actions: Edit a user’s access or delete their access to every account
- To remove a user’s access to a single account, click Edit.
- Use the delete icon to remove a user’s access to all the accounts you administer.
- Contact information consent: Consent to having your contact information (name and email) displayed to users who request access. The checkbox will remain checked until you change it.
- Pending requests tab: View all pending requests for account(s) you administer.
- Type of requests filter: Filter by "All requests", "Account access requests" or "Access change requests."
- Account access requests: Users who currently have no access to the account.
- Access change requests: Users who have requested an access level change for an account.
Note: Your selection of Account access requests or access change requests will be maintained each time you return to the administration page. - Search: Search any of the fields in the table. This functionality only searches information displayed on the screen, so it may be necessary to adjust filters as appropriate.
- Number to display per page: Select the number of access requests displayed on each page.
Note: Your selection of number to display per page will be maintained each time you navigate away and back to the user administration page. - Add user: Click the Add user to add a user or invite someone new to the IBM support site.
- Access level: View users' access level. This is “Unassigned”, when they currently have access to that account, or “Pending access change”, when they have Full access.
If you have already filtered by to either "Account access requests" or "Access change requests", you will only be able to see accounts for which a user is "Unassigned" or "Pending access change" respectively. - Actions: Approve or Deny users' access requests.
- Clicking Approve displays Approve User window, where you can approve, deny, or provide a different level of access than the user requested.
- Clicking Deny will deny the access request additional prompts.
- Contact information consent: Consent to having your contact information (name and email) displayed to users requesting access. The checkbox will remain checked until you change it.
Pending Requests Banner
If there is a pending request for access to one of your accounts, you will see the Pending Request banner message on all pages and receive an email notification. Click View items to go to the User administration page and view the pending requests.
Click the X icon to close the banner and suppress it until you receive a new request.
Defining the Levels of Access
There are four levels of access that you can assign to users on the accounts that you administer:
- No Access: Removes all access a user has to cases associated with the specified account. The user will not be able to open, edit, receive updates for, or even see the cases for that account.
- Basic Access: Can create cases and be invited as a team member on other users' cases. Only able to view cases they have created and cases they were invited to as a team member.
- Full Access: Can create, search, view and update all cases associated with account, as well as associating account teammates to to cases.
- Administrator: Full access user permissions, plus the ability to manage user access levels.
If Your Access Changes from Administrator to Full
If your access to each account you administer reverts to full for all of the accounts you are associated with, you will no longer see the User Administration option in the profile menu. If you navigate to the User administration page directly or from a bookmark, you will no longer see the My users or Pending requests tabs, and the "You are no longer an administrator on any support accounts and do not have access to the user administration page." message displays.
The Users tab
Adding or Inviting Users
To add a user to one of your accounts or invite someone new to the IBM support site, click Add user. This button is the My users and Pending requests tabs. The Add user window displays. Begin by searching for the email address of the person you want to add, and then click Add.
User with this email does not exist
If the Support site displays a User with this email does not exist message, click Invite user to create IBM Support login to invite them to the Support site. The “Invite user” displays with the IBMid field pre-populated with the email you entered. Complete the form, and select the new user's access level. Finally, click Invite User.
User with this email already exists
If a User with this email already exists message displays, click the link Go to edit existing user’s access to grant the user access to your accounts, then select the user's access levels, and then click Edit user.
Edit a User
From the “My users” tab, you may edit a user’s access level by selecting the “Edit” button in the Actions column. This will bring up the Edit user modal window, which will display the access information for the user you selected. You can view the level of access the user has to each of the accounts you administrator.
To change the level of access for the user, click the radio button next to the desired account and set it to the desired level of access. You may upgrade a user to Admin or downgrade the user to No Access. No Access will remove a user's ability to access your account’s cases in any capacity. Clicking “Cancel” will close the modal window without saving any changes. Once you are satisfied with your changes to the settings, click “Save”.
You will see a message in a banner at the top of the screen confirming the update was successful.
Delete a User
Click the trash icon at the far right to delete a user. This will remove that user's access to all of the accounts you administer, but will not remove their Support site account access.
No Users on Your Accounts
If there are no users with access to the accounts for which you are an administrator, the There are currently no users on your accounts message displays on hte My users tab. Click Add user to add a user to one of your accounts or invite someone to the IBM support site. 
The Pending requests tab
To approve an account access request, click Approve in the Actions column. The Approve User window displays with the user's email address pre-populated and not editable.
On this window you can view the user's requested access level. You can also grant a different access level than they requested. Click Approve to grant the user the access level you select. Clicking Deny to maintain the current level of access.
Once you approve a request, it no longer displays in the table. An approval confirmation message displays in the green banner at the top of the screen.
Deny a User Request
To deny an account access request, click Deny.
Once you deny a request, it no longer displays in the table. A denial confirmation a message displays in a green banner at the top of the screen.
No Pending Requests for Your Accounts
If there are no current access request for the accounts you administer, the There are currently no pending requests message displays in the Pending Requests tab. Click Add User to add a user to one of your accounts or invite someone new to the IBM support site.
The Call Home Backup Contacts Tab
Use this function to specify a single person for each of your accounts who will act as the contact for cases opened through IBM's call home feature in the event no other contact is available based on information available to IBM.
To specify a call home contact:
- On the Call Home Backup Contacts tab, search and filter your accounts. You can select multiple accounts and add the same backup contact to all of the accounts you select. However, each account can have only one backup contact.
- In the table, click Edit.
- In the Call Home Contact window, search and select for a contact, and then click Save. The contact you select displays in the table.
