Support for hosting users
In the instructions ahead, we'll look at how to start and activate support for hosting users.
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CASE SUMMARY
We will look at two ways to start and activate support for hosting users:
1. Connecting via remote access
2. Remote assistance directly via PANTHEON (Cloud Support Login)
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1. Connecting via remote access
Remote access connection steps:
- Contact your supporter and request assistance via remote access.
- When the supporter is ready to connect, he or she will usually notify you and guide you to submit your request over the phone.
- You will connect your supporter to your computer to continue working together.
- You can also communicate with a supporter by message via the integrated remote help chat. Your messages are saved so that we can review the conversation later.
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WARNING
Remote access assistance is usually chargeable. For more information, please contact your support provideror Datalab partner.
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2. Remote assistance directly via PANTHEON (Cloud Support Login)
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WARNING
- In the Pantheon.ini configuration file, under the [Program] segment, add a new line "HostingSupportLogin=username", where username is your user name for accessing the Usersite.
- If we leave the user in Pantheon.ini empty (HostingSupportLogin=), we can enter it later via the login window in PANTHEON, when we will display the active sessions.
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Remote help on our database can also be assigned to a supporter via PANTHEON.
To do this, click on Help and Log in for cloud support in PANTHEON.
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WARNING
If you don't see the 'Cloud Support Login option in the Help menu in PANTHEON, you will need to check that the 'acIsHostDB' table has the value 'T' (true) entered. The check can be performed with a simple SQL query 'select * from tpa_sysparamsys' and update the field 'acIsHostDB' 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 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, you can also enter the number of active days of AD access for the user. 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 box.
A new form opens up.
Enter the user you use to log in to Parntersite (https://partner.datalab.eu/).
Click on the GET Requests button and all active sessions for supporters will be displayed.
Select your session and choose Display, then click on the Log in button to log in to PANTHEON as an AD user.
