On-Behalf Access
On-Behalf Access functionality allows Conga Support user to log in as a specific user without requiring their password. This access is granted for a defined duration, enabling efficient troubleshooting and issue resolution.
How It Works
- User Encounters an Issue: If a user faces an issue they cannot resolve, they can request assistance.
- Administrator Creates On-Behalf Access: The administrator requests for support from Conga Support team by creating an On-Behalf Access request.
- Indirect Login for Troubleshooting: The designated support personnel can log in as an user, who needs support, to investigate and resolve the issue without requiring user credentials.
Key Features
- Troubleshooting/Debugging: Enables the support team to log in as the affected user for real-time issue replication and analysis.
- Secure and Temporary Access: Access is granted for a specific duration, ensuring both security and accountability.
- Comprehensive Diagnostics: Allows support team to inspect user settings and workflows for accurate problem identification and resolution. Note:
The support team can only see and access information that the user has access to.
Use Cases
- Issue Replication: When a user reports a bug or issue, the support team can use On Behalf Access request to experience the exact problem as the user sees it.
- Configuration Review: Help review the organization's settings, permissions, or customization that may contribute to the issue.
- Data Validation: Ensures that the reported problems are not caused by discrepancies or errors in the data.
Security Considerations
- The feature is designed to maintain security and transparency, with clear logs showing when access was granted and for how long. Every action performed during an On-Behalf session is recorded for auditing purposes.
- Access is automatically revoked after the designated time, preventing unauthorized use.
Overview of the On-Behalf Access UI
The On-Behalf Access UI provides a centralized view to manage, track, and review all On-Behalf Access requests within the system. It is designed for administrators users to efficiently handle user access requests for troubleshooting.
The main screen displays a list of all On-Behalf Access entries. At the top of the list, a Search Bar allows you to quickly filter records by keywords such as request ID, requested for, or status, making it easy to find specific entries.
You can sort the access request using the Status, Created On, Access Duration, and Access Expiration columns. Clicking on a column header will reorder the list in ascending or descending order, making it easier to prioritize or locate relevant access request.
The UI includes pagination controls at the bottom of the list to manage large volumes of records. You can move between pages and adjust how many records are displayed per page, keeping the interface easy to navigate even with large volumes of data.
Organization Switching is not available during impersonation sessions. When accessing the application on behalf of another user, the Organization Switching option will not appear.
This ensures that the acting user remains within the correct organization context for the impersonated user and that all actions are performed within the intended session.