Criteria for using Login Access in Subscriber Support
|Knowledge Article Number||000194195|
|Description||There are times when the publisher is unable to get login access for their customer using the subscriber support feature in their License Management Application.|
|Resolution||Below is the criteria to check:
- A system administrator disabled the ability for non-administrators to grant access.
- The user doesn’t have a license for the package.
- The package is licensed to the entire organization. Only administrators with the “Manage Users” permission enabled on their profile can grant access.
- The organization preference Administrators Can Log in as Any User is enabled.
Note: Unless the organization preference Administrators Can Log in as Any User is enabled, access is granted for a limited amount of time, and the subscriber can revoke access at any time. Any changes you make while logged in as a subscriber are logged in the audit trail.