A service account allows the Customer Support team and other Xentral employees to access your instance with admin rights to help you troubleshoot. In this article, you’ll learn how to create such a service account and how to remove it, if necessary.
Note
Our Customer Support team will always handle the data in your Xentral instance responsibly. Service accounts allow us to reproduce and analyze any errors or issues that you inform us about directly in your instance. This access is necessary to support you quickly and effectively.
The service account does not differ from regular users of your instance. The account stays active until you remove it and does not count towards your total count of available users. You can remove any service account, whether it was created by you or our team, at any time. The login with a service account works with an email or via social login, depending on your settings.
Important
No matter if a service account has been created by you or our team - you can remove it any time.
The service account has admin rights by default, but you can limit those rights at any time. All actions carried out by the service account user in your instance will be logged and can be accessed in the Protocol module.
Proceed as follows to create a service account.
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Click on the question mark at the top right next to your user symbol.
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Click on Service account.
A dialogue for activating the service account is displayed.
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Select one of the following options:
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The option Yes, Xentral employees can access my instance allows the Xentral team to create their own service accounts in your instance. If necessary, customer support agents can also invite additional users with a Xentral email address to help with the investigation of your issues. This option is especially relevant if you have an urgent issue.
To give consent for service account creation, activate the option Yes, Xentral employees can access my instance and then click on Done. You can revoke consent and remove the service accounts at any time.
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The second option allows an individual customer support agent of your choice to access to your instance. This option is slower, but gives you more control over the process.
To invite a specific customer support agent, enter the email address of the support agent who offered to help you. You can only invite people with an @xentral.com email address. Then, proceed by clicking on Done to send the invitation to the Xentral employee.
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Optional: After the service account has been created, you can adjust the rights in the User module in Xentral. Open the service account and then click on the Rights tab. Here, you can edit all rights. Further information on rights is available in the article User Permissions Assignment (Workflow).
After your issue has been solved, you can stop customer support agents from creating any more service accounts. You can remove existing service accounts, since they are not removed automatically.
Note
Have you allowed Xentral to create service accounts (option 1)? Then start by revoking this authorization. If you have only invited a specific support agent (option 2), you can skip this step.
Proceed as follows to remove a service account.
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Use the Smart Search to open the User module.
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Click on the X symbol next to the desired service account.
Tip
You can easily recognize users with a service account in the overview table since they are marked with the text Xentral Service account in the Description column.
The service account is removed from your Xentral instance. The support agent in question cannot access your instance any more.