Creating a support user

Who is this article for?

Administrators who wants to give an Ideagen support person access to the organisation's Mazlan Home environment

Admin Console access is required.

When you raise a support request with us, our support team may need access to your environment to investigate or resolve the issue.

This article walks you through creating a support user so our team can assist you when you choose to give us access.

To create a new support user:

Access the Admin Console.
Select User Management.
Click Create User.

Fill out all mandatory user details as follows:

Item	Description	Valid values
First name	User’s first name	Required and cannot be empty or null. Maximum length is 64 characters.
Last name	User’s last name	Required and cannot be empty or null. Maximum length is 64 characters.
Assigned role	User’s role(s) in Mazlan Home	Set this to Support. You don’t need to assign any other roles to Support personnel since the Support role already has permissions equivalent to a Tenant Administrator.
Authentication type	User's authentication type. Defaults to Internal.	Set this to Internal. Ideagen support users will sign in using their username and password, as you won’t have Ideagen corporate SSO set up in your organisation.
Protected user	Indicates whether the user is protected from deletion.	Switch the toggle to FALSE as you probably don't need extra protection for Ideagen support users since they should only be temporary.
Active user	User’s status. Defaults to Active.	Switch the toggle to TRUE to enable the user. This may trigger a welcome email to the Ideagen support user depending on your organisation's communication settings. When you no longer need the support user, you can switch the toggle to FALSE.
Username	User-friendly unique identifier.	Some apps still require the username to be in email format, so it is recommended to use the Ideagen support user's work email address here.
Email	Used as the contact address to send email notifications from Mazlan Home. Also used for Ideagen Luminate.	Use the Ideagen support user's work email address here also. They may receive welcome emails and password reset emails via this email.

Click Continue to move on to assign instances.
Expand each app name to see available instances.
Instances marked as Default are your organisation's preset options for easier new user setup.
Default instances are auto-selected for new users.
Use the checkbox beside the app name to select/deselect all, or choose instances individually.
Ensure you only assign the intended instances to the support user.

Click Continue once you've confirmed all instances to assign.
A success message will appear in the bottom left, confirming the user was created.
Review the summary to confirm only the desired instances have access. Expand each app name to view assigned instances.

To adjust app-specific permissions, click the Apps and Instances link to access your apps, instances, and the Admin Page.

Deactivating a support user

When you no longer need support from the Ideagen support user, you can deactivate the account.

Deleting a support user

Deactivating the support user account automatically revokes access.

To delete the user entirely from your organisation:

Access the Admin Console.
Select User Management.
Click Export to export the current list of users.

From the exported CSV, keep only the support user(s) you want to delete.
Check the Protected Flag in the CSV.
If it is FALSE, skip to Step 6.
If it is TRUE, do the following to remove protection:
- Set Protected Flag to FALSE for the inactive users you want to delete.
- Save the CSV file.
- Import the updated CSV via User Management.
To delete the support user(s):
- Set Status to Delete for the inactive users to be deleted.
- Save the CSV file.
- Import the updated CSV via User Management.

Important

Deleting a user is permanent and their history cannot be restored.

Some apps don’t support deletion yet. Open a support ticket for guidance on those apps.

Creating a support user