How to enable account impersonations from Customer Support Portal

How to enable account impersonations from Customer Support Portal

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Created On 07/05/24 10:56 AM - Last Modified 07/31/25 17:26 PM


Objective


Objective is to allow support teams impersonate customer accounts to replicate issues and validate resolutions.

Environment


  • Customer Support Portal
  • Management access

Procedure


  1. Log in to Customer Support Portal
  2. Click on "Account Management" in the menu
account management.jpg
  1. Click on "Account Details"
account details.jpg
  1. Next go to "User Access" section.
user access.jpg
  1. Scroll down to "Allow access to Palo Alto Networks Support" section.
impersonation type.jpg
  1. Here you can choose to allow impersonation with auto-approval option to accept all impersonation requests without user interaction or require approval for each impersonation request from user. Your choice is purely based on your preference and security policies in your company.

  2. Once approved, the support team member will have the ability to impersonate the user with the same privileges on the support account as well as any Hub applications assigned to the impersonated account for 7 days. 

   

Additional Information


How to approve the impersonation requests
 
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