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Opening a Technical call as a Partner

JerzyT

engineers are unable to search account names when opening a technical call, no customer accounts appear.



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  • 0

    I confirm this as a MAJOR problem.

    Cheers - Bob

     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
  • FormerMember
    0 FormerMember in reply to BAlfson

    Hi Bob,

    Your customers need to grant the Partner account access before you can access their details and raise cases with the Customer assets. Please see this KB for more information: https://community.sophos.com/kb/en-us/135696

    Regards, Secil 

  • 0 in reply to FormerMember

    Not acceptable, Secil.  This is Sophos' problem, not my problem to solve nor my customers'.  In addition, the display of the Managed Assets is unusable - the name of the owner of the asset has to be visible.

    Still not ready for prime time.

    Cheers - Bob

     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
  • FormerMember
    0 FormerMember in reply to BAlfson

    Hi Bob,

    Customers are the owners of their assets and Sophos is committed to safeguarding their privacy. Before granting access they are made aware what their action means in terms of sharing their data. 

    During the development of the Support Portal we engaged with the Partner Advisory Councils in all regions and were able to incorporate their feedback into the design - thank you for sharing more! 

    Regards, Secil 

  • 0 in reply to FormerMember

    As MSP we manage Sophos for our customers.

    How can customer "Log in to Sophos Support Portal" (as per KB) if its the Partner who manages the dashboard, assets and support via the Partner Dashboard?

    I feel like we are missing something here.

  • 0 in reply to FormerMember

    Well, my customers are all managed in MyUTM and SophServ.  Those relationships should be transferred to this tool.

    I've alerted Mike Anderson to this serious shortcoming.

    Cheers - Bob

     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
  • FormerMember
    0 FormerMember in reply to JerzyT

    Hi JerzyT,

    You can always raise a case under your own Partner account. Your customers won't have any visibility to the cases you raised though.

    Your customers can register to the Support Portal if they wish, they need a Sophos ID to register and we have processes in place to match them to the correct account.

    Regards, Secil 

  • 0 in reply to FormerMember

    Customers managed under Partner Dashboard do not use any Sophos portals and do not have Sophos accounts. Most dont even know what Sophos does and have no interest.

    Hopefully we can use this feature in future.

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