Support for Cloud Users
In the following instructions we will look at how to start and activate support for cloud users.
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CASE SUMMARY
We will look at two ways to start and activate support for cloud users:
1. Connecting via remote access
2. Remote support directly via PANTHEON (Cloud Support Login)
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1. Connecting via remote access
Remote access connection steps:
- Contact your support specialist and request assistance via remote access.
- When the support specialist is ready to connect they will usually notify you and guide you to submit your request over the phone.
- You will connect the support specialist to your computer, where you will continue working together.
- You can also communicate with the support specialist with messages, via the integrated remote support chat. Your messages are saved so that we can review the conversation later.
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WARNING
Remote access assistance is usually payable. For more information, please contact your support provider or Datalab partner.
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2. Remote support directly via PANTHEON (Cloud Support Login)
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WARNING
- In the Pantheon.ini configuration file, under the [Program] segment, we add a new line, "HostingSupportLogin=username", where the user name is your user name for accessing the User site.
- If we leave the user in Pantheon.ini empty (HostingSupportLogin=), it can be entered later via the login window in PANTHEON, when the active sessions will be displayed.
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Remote support on our database can also be assigned to a support specialist via PANTHEON.
To do this, we click Help and Log in for cloud support in PANTHEON.
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WARNING
If you do not see the 'Cloud Support Login option in the Help menu in PANTHEON, you will need to check if the 'acIsHostDB' table has the value 'T' (true) entered. This can be checked with a simple SQL query 'select * from tpa_sysparamsys' and then update the 'acIsHostDB' field to the value 'T'.
The table update can be done with a command via the SQL editor:
update* tpa_sysparamsys set acIsHostDB='T
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This will open the Host Support Login web page.
The user is given the option to activate the AD user in PANTHEON for the selected database or for all databases that are written to a certain company at the same time. If PANTHEON detects that this is a hosting application, it will offer us a third authentication option Host Login Support in the login window.
On the Host Support Login page, we also enter the number of active days of access for user AD. Access is granted by clicking the Start button.
After clicking the Start button on the website, the AD user is ready. The support user opens PANTHEON and selects Host Login Support from the drop-down menu.
A new form opens up.
We enter the username that we use to log in to the Parntersite (https://partner.datalab.eu/).
We click the GET Requests button and all active sessions for support specialists will be displayed.
We select our session, click Open, and then click the Log in button to log in to PANTHEON as the user AD.
