Opening a Technical call as a Partner

Question

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

BAlfson · Accepted Answer

Secil, I got a response from Sophos' global VP of Support that included the following: 
 
 The partner/customer relationship that is established MyUTM is done with implicit permission from the customer as it only requires the partner to know the name/email address of the customer to set it up. It does not require the customer to confirm. This violates generally-accepted security policies and our own internal security policies. 
 The partner/customer relationship in Service Cloud requires explicit permission and confirmation from the customer for Data Protection and GDPR compliance. No partner/customer relationship data was migrated from SophServ or MyUTM as customers needed to explicitly agree to what would be shared via the Support Portal. 
 
 The present situation makes perfect sense when one considers GDPR. 
 I still think that Sophos should have done a better job of preparing Partners and customers. Clearly, you were trained before August 17th. 
 Cheers - Bob

FormerMember · Answer

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

FormerMember · Answer

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

TheBastian · Answer

Hi Jerzy, 
 MSP Partners should have a dedicated support channel. 
 Please check https://support.sophos.com/support/s/article/KB-000037015 
 Kind Regards 
 Kai