Tenant Access Requests

From the Outbound Requests page in Tenant Management, you can request access to a customer's tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower environment to help them with troubleshooting, support, or configuration. This process will eventually replace the impersonation tool. Once you have created a request to access a tenant, an administrator on the tenant needs to approve your request. After that, you can access the tenant.

When the customer grants your request, they can also configure an expiration date for the access. They can also add or change an expiration date at any time. If you still require access after an expiration date has passed, you need to submit a new request.

When you send a request, you have the option to send a message with the request. You can use this to help the customer understand who would be accessing their tenant and why, since the request name and selected users aren't included in the request they receive. Likewise, the customer can send a message to you when they grant or reject the request.

When users are granted access to a tenant using this method, the legacy impersonation tool can no longer be used except by those who were granted access in the request.

Request Tenant Access

Required role: TM Admin

When you create a request, you must associate the tenants being accessed with the users you want to access them. You can create multiple associations for a single request to tie different users to different tenants at the same time. Each tenant you specify receives a separate request that will only grant access to the users you associated with that tenant.

Elizabeth Bennet is the administrator for a NICE reseller called Classics, Inc. Her two account managers, Caroline Bingley and Charlotte Lucas, co-manage a large account called Tom Sawyer Fence Painting Co. Charlotte also manages a small account on her own called Hundred Acre Wood Art Gallery.

Elizabeth wants Caroline and Charlotte to be able to access the tenants of the accounts they manage so they can more easily support the tenants. She creates a request called SupportAccess and adds two associations to tie the account managers to the correct tenants: 

  • The first association ties Caroline to the Tom Sawyer Fence Painting Co. tenant.
  • The second association ties Charlotte to the Tom Sawyer Fence Painting Co. and Hundred Acre Wood Art Gallery tenants.

An access request is sent to Tom Sawyer Fence Painting Co. If the administrator of that tenant grants the request, both Caroline and Charlotte will have access to that tenant. If any Classics, Inc. employees besides Caroline or Charlotte tries to access the tenant by any method, they are denied.

A separate access request is also sent to Hundred Acre Wood Art Gallery. If the administrator of that tenant grants the request, only Charlotte will have access to that tenant. If any Classics Inc. employees besides Charlotte tries to access the tenant by any method, they are denied.

  1. Log in to Tenant Management.

  2. Click the app selector icon of app selector and select Admin.
  3. Go to Security Settings > Outbound Requests.
  4. Click Create New Request.
  5. Enter a descriptive Request Name. This name cannot include special characters or spaces. Write an Impersonation Confirmation Message if needed. Since the recipient can't see the Request Name or the users included in the request, It may be helpful to say who would be given access and for what purpose.
  6. Create tenant-user associations. To do this, you must first determine which users need access to which tenants. After that, you must decide what associations you need to make that happen. Review the preceding example to see how it works. For each association, follow these steps:
    1. Click the Tenant-User Associations tab. When the next page opens, click New Association.
    2. On the Users tab, click Assign Employees.
    3. Search or scroll the list to find the users who need access. Select the corresponding checkbox for each one and then click Move. When you're done, click Confirm.
    4. Go to the Tenants tab and click Assign Tenants.
    5. Search or scroll the list to find the tenants you want the selected users to be able to access. Select the corresponding checkbox for each one and then click Move. When you're done, click Confirm.
    6. When you're satisfied with your user and tenant selections, click Save.
  7. When you're satisfied with your request, click Save. A separate access request is sent to each tenant that was associated with any users.

Access Tenants

Required role: TM Admin

Once you're granted access to a tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower environment, you can enter it from your profile in My Zone. You can also access it from the tenant profile with the legacy impersonation method. Once access to a tenant has been granted using these access requests, the legacy impersonation method will no longer work for that tenant except by those who were included in the request.

Access Tenant from Your Profile

Your profile in My Zone contains a list of all tenants you've been associated with via an access request. You can filter this list based on the status so you can easily see which tenants you've been denied access to, which tenants you are waiting to be granted access to, and which tenants you have active access to. You can click a tenant with a Status of Granted to access it.

  1. Click the app selector icon of app selector and select My Zone.
  2. On the My Profile page, click the Impersonation tab.

  3. Find the tenant you want to access and click it. A pop-up shows you details about the access, including the tenant name and the message the tenant administrator included when they granted access.

  4. Click Begin Impersonation.

Access Tenant from Tenant Profile

  1. Click the app selector icon of app selector and select TM.
  2. Open Tenants.

  3. Search or scroll to find the tenant you want to access. Click anywhere in the tenant's row.

  4. On the top right corner of the tenant profile page, click the options icon icon: three dots stacked vertically and click the Impersonate & Configure or Impersonate & Support toggle, even if the toggle is already on.

    • Impersonate & Configure — Opens the tenant account to the Internal Admin > Business Units page in the ACDapplication. Allows you to configure a tenant. Once created, these entities are available to the tenant administrator.
    • Impersonate & Support — Opens the tenant account to the Employees page in the Adminapplication. Allows you to act as an administrator within a tenant account to provide support to the tenant.

  5. In the confirmation window, click Yes.