Support requests
The Support Requests page (route /support-requests) manages temporary access for Agilicus support. When you raise a support request, Agilicus support can review and modify your configuration to help you; you can see the active support access and revoke it at any time.
Purpose
Some issues are best resolved with direct access to your configuration. A support request grants Agilicus support a time-limited view of, and control over, your environment. The Support Requests page shows the support you are currently receiving (and, when applicable, providing), lets you request new support access, reset its expiry, or terminate it.
Why use it
- Request a one-time access grant when you are already working with Agilicus support on an issue.
- See exactly how long support access lasts and when it expires.
- Reset the expiry if an issue needs more time.
- Terminate support access immediately when the issue is resolved.
When to use it
- When Agilicus support has asked for access to your environment to diagnose an issue.
- When you want to confirm who currently has support access and when it expires.
- After an issue is resolved, to revoke the access.
Prerequisite: permission to manage support requests. The page shows a no permissions message otherwise.
How to use it
- Open Organisation > Support Requests from the left navigation.
- Review the Support You Are Receiving table. It lists each active support access with who acknowledged it and when it expires.
- To request support, select REQUEST SUPPORT.
- Read the warning in the Enable Support Access dialog, then select Continue to send the one-time access request, or Cancel.
- A confirmation dialog confirms the request (
Support request was successfully created), and the new support access appears in the table with its expiry time.
- Use a row’s actions menu to manage the access:
| Action | What it does |
|---|---|
| Reset Expiry | Extends the access by a new number of hours |
| Terminate | Ends the support access immediately |
- The page also explains the alternatives: for a new issue, email support@agilicus.com or use the chat in the lower left.
Fields and controls reference
| Column | Meaning |
|---|---|
| Acknowledged By | Who acknowledged the support request |
| Expiry | When the support access expires (for example 24 hours after it was created) |
| Actions | Row menu: Reset Expiry, Terminate |
REQUEST SUPPORT
| Control | Purpose | Notes |
|---|---|---|
| REQUEST SUPPORT | Sends a one-time support access request | Shows a warning dialog first; tooltip: Ask support from admin team |
Dialogs and popups
Enable Support Access
Opens when you select REQUEST SUPPORT. Warns that a one-time access request will be sent and claimed by Agilicus support, and that you can revoke it at any time. Reminds you to email support@agilicus.com or use the chat for a new issue. Continue sends the request; Cancel backs out.
Created confirmation
After a successful request, a Created dialog confirms that the support request was created.
Reset the expiry for support user
Opens from the row’s Reset Expiry action. Enter how many hours the support user’s access should last, then SAVE or CANCEL.
Configuration versus diagnostics versus confirmation
- Configuration: requesting support access and resetting its expiry.
- Diagnostics: the table shows who has access and when it expires; there are no live counters on this screen.
- Confirmation: requesting support access requires the Continue confirmation, and terminating access applies immediately from the row menu. Terminating ends the support user’s ability to view or modify your configuration.
Pagination and async behaviour
- The table pages at 25 rows per page.
- Support requests apply asynchronously: after requesting, resetting, or terminating, wait a few seconds and reload to confirm. Notifications confirm each action. Terminated requests no longer appear in the default (hide expired) view.
Troubleshooting
- The support request does not appear: wait for the creation confirmation and reload the page.
- I need more time on an issue: use Reset Expiry on the support access row.
- I want to revoke access immediately: use Terminate on the row. The access stops at that point.
- I was not asked to raise a request: some issues are handled by email (support@agilicus.com) or the in-portal chat; use REQUEST SUPPORT only when Agilicus support has asked for environment access (see How may I grant temporary permission to Agilicus support?).