The Support Requester Authentication feature helps safeguard your system by ensuring that only authorized employees can submit or request changes through the Aluvii support team. By enabling this feature, the Aluvii technical support team can verify the identity of each requester and confirm that they have the appropriate permission to request support before any system changes are made. Follow the steps below to enable this feature.
First, navigate to HR Management > Job Titles, then select the job title(s) for which you want to enable this feature. Click on Select Option > Permissions tab and enable the Request Support option, then click Done to proceed.
Now, repeat these steps for any additional job titles that should be authorized to generate support authentication codes.- When your employee contacts Aluvii Technical Support and requests changes that may impact your operations, the support agent will ask for a support authorization code before proceeding.
- To generate the code, your authorized employee should click the Question Mark (?) icon in the upper-right corner of the system and select Generate Support Code.
- Next, click Generate Code and provide the generated code to the support agent. This code allows the support team to verify the employee's identity and authorization level.
- Please note that once the timer expires, you can click on Generate New Code to repeat the process.
- Please note that once the timer expires, you can click on Generate New Code to repeat the process.
- Finally, once the permissions have been verified, the support agent will proceed with the requested changes. If the employee gave an invalid code, the support agent will direct them to an authorized user, such as a Manager or system owner with Administrator access, to submit or approve the request.
IMPORTANT NOTE:
This feature is enabled by default for all existing Job Titles. We recommend disabling this permission for job titles of employees who should not be authorized to make system changes.
Employees who do not have the required authorization will be prompted to contact their manager or another authorized user to submit requests or approve changes on their behalf. This helps maintain appropriate access controls while ensuring that updates are reviewed and managed by the correct personnel.
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