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Managing support contacts

Updated on January 23, 2023

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This content applies to On-premises, Client-managed cloud and Pega Cloud environments

As the Account Administrator for your company, you have different actions that are available to you, depending on whether your company’s support account is qualified as an on-premises Pega product account, Client managed cloud or as a Pega Cloud service account.

Account Administrator actions and their purposes

Action

Description

Add Users

Specify individuals for your Pegasystems Support account who can use support and self-service resources at Pega.

Assign Roles

Assign roles to support contacts as defined in Support user roles.

Remove UsersRemove individuals and their assigned roles.
Review Users and Roles

Review the designated support contacts for your Pegasystems support account, their roles, when they last signed on to My Support Portal and the number of cases they own.

You may search for specific users or export the entire list of users to a Microsoft Excel spreadsheet.

Review your support contacts frequently to ensure that they are current and have the correct role assignments. Update your support contacts as needed for your Pegasystems support account.

 

If you are an Account Administrator for your Pegasystems support account, you can see the Manage Users menu in My Support Portal.

On the Pega Community, go to My Support Portal. The Home page displays. Select Manage Users, from the menu at the top of the Home page.

 

Manage Users menu option at the top of the Home page.
Manage Users menu option at the top of the Home page.

 

 

The Manage users page displays. Here you can add and remove users and assign roles to the users who are designated support contacts for your company.

Your account name is displayed at the top of the page. There is also a link to Managing Support Contacts, giving you access to the community article covering Account Administration. 

 

​   Manage User screen - Here you can add and remove users and assign roles to the users who are designated support contacts for your company  ​
​ Manage User screen - Use this screen to add and remove users and then assign roles to the users who are designated support contacts for your company ​

 

Account overview

 

Account overview screen displaying a summary of users with each role.
Account overview screen - displays a useful summary of users with each role.

Review number of users assigned to each role for your account.

Click on each role link to display the list of users with that role. Note: The heading in the section below will be updated to reflect the list displayed.

 

Account support users

Use this screen to manage the authorized users in your account. For example, select support contacts and assign them roles, enabling them to work with Pega Support resources.

This screen lists all the authorized users for your account by name and  email address. It also provides additional information to indicate the number of additional roles each person has and whether they are active users in the system.

A user is defined as ‘Active’ if they’ve logged into My Support Portal in the last 6 months.

For each existing user, click the Actions ellipses icon to access additional options:

  • Update
  • Remove

 

Actions ellipses icon provides additional menu options
Actions ellipses icon provides additional menu options

 

From here you can maintain your users as follows:

Search for users to review and update
Add user
Edit user role
Remove user
Get help

Search for users to review and update

  1. To search for a user in your account, click on the filter icon over the Name or Email column.

 

Filter on each column
Filter on each column

 

2. Scroll through the list of names or email addresses given and click one or more check boxes to make your selection: You can now edit the role or remove the user.

3. Alternatively, enter your search criteria  in the Search Text box by typing a few characters to see a list of users and select the name or email address you need to review and update: You can now edit the role or remove the user.

Tips: 

  1. To Sort the list of authorized users click any column header.
  2. To view the full list of users again, click on the filter icon and select the Clear filter link
  3. View audit history provides the Manage users’ audit history for the account.
  4. Use the Export to Excel link to export the data from the tables into an excel spreadsheet.

 

Add user

  1. To add a user, click the Add new user button to display the Add new user pop-up screen.
Add user pop up
Add user pop up

 

  1. Type a few characters to see a list of registered users in your account and select the name that you want to add. If the user you want to add has an email account in a domain other than your account domain, type the user’s complete email address.
  2. By default, the user is assigned General Support access.
  3. If required, you can select additional roles to assign to the user. For example, Account Administrator, Security Contact and / or Cloud specialist. There are no restrictions on the combination of roles that can be assigned to an individual user.
Add New User

For Cloud Specialist users  you can specify their Cloud affiliation. That is, they can be affiliated to specific cloud projects and environments giving them more granular access.

Note: All existing cloud specialists are set to ‘All projects' and 'Non-production environments’ by default. 

  • If the user should only be affiliated with a specific projects, select the Specific projects option and single/multi-select from the list of available project names.
  • Specify the Environment type. This defines whether the user is affiliated with only production, non-production or all environments for the projects you have selected.

Click the Add button to complete this actionAfter the user is added the page reflects the new user and their assigned roles.

Tip: If you are a Pega Cloud for Government client you will not have access to the Cloud affiliation feature.

 

New users are sent an email welcoming them to Pega Support. The email will identify you as the Account Administrator who affiliated them to the account, and provide a brief overview of the roles they have been provided with. It also provides useful links to Support Self-service resources.

 

If you specified a user who does not have a Pega Community account, you will see this error message: This user must be registered in Pega Community.

Edit user role

  1. To change a user’s role or assign additional roles for a user, click the ellipses icon in the Actions column and select Update from the menu provided.
  2. The Update user pop-up box is displayed.
  3. The Advanced roles are available for selection via a series of check boxes. Select the appropriate role(s) for the user. See Support user roles for role definitions.

Tip:

  1. To review the current role(s) an existing user has, click the user’s name.
  2.  A pop-up box is displayed with details of their Advanced Roles, User details (such as Last active date, Open cases owned, and Date added) and Audit history (for the specific user).

Remove user

To remove a user, click the ellipses icon in the Actions column and select Remove from the menu provided. The following warning message is displayed:

‘Removing <username> will remove them as a contact or follower on all open and resolved cases for this account. Are you sure you want to continue?’

When removing a user, you should take the following points into consideration:

Primary Contact

If the user was listed as a primary contact (also known as client contact) on a support case, once removed: 

  1. Their name will no longer appear as primary contact for the case (whether open or closed). 
  2. They will no longer see previous pulse messages in their pulse feed. 
  3. They will no longer receive new pulse messages for the case. 
  4. They will no longer receive pulse email notifications for the case. 

For open cases the system will automatically replace the primary contact with the Account administrator, where the primary contact is removed.  

If this is not the appropriate person to work with support resources on the case, you may wish to change this to another resource. This can be done via editing the specific case. 

Additional Contact 

If the user was listed as an additional contact on a support case, once removed: 

  1. Their name will no longer appear as additional contact for the case (whether open or closed). 
  2. They will no longer see previous pulse messages in their pulse feed. 
  3. They will no longer receive new pulse messages for the case. 
  4. They will no longer receive pulse email notifications for the case. 

Followers 

If the user was following support cases, once removed: 

  1. They will immediately be removed as a follower on the case (whether open or closed). 
  2. They will no longer see previous pulse messages in their pulse feed. 
  3. They will no longer receive new pulse messages for the case. 
  4. They will no longer receive pulse email notifications for the case. 

Get help

To display the Help topic for Manage Users, click the Manage Support Contacts link in the Account overview section at the top of the Manage users page.

 

 

Have a question? Get answers now.

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