[Sophos Notification] Advisory: Central Admin Dashboard – Enable Remote Assistance option within service ticket creation not working.

Hi Community,

Overview

When creating a support case in the Sophos Central Admin dashboard, the option to enable remote assistance for support does not actually work even though it appears that it is successfully being enabled.

 

Workaround

Manually enable Remote Assistance

  1. Select "Account Details" in your central admin dashboard.
  2. Select "Sophos Support"
  3. Click the radio button to enable the "Remote Assistance and select "Save" 

Next Update

This KBA will be updated when the enable remote assistance method within the ticket creation submission page is resolved.