Starting May 1st, 2024, a new Case Admin permission will be available to assign to Okta Admins. The Case Admin permission is a custom role with permissions that will be required in order for Admins to open a case. This permission allows the user to see their own cases they have opened within the Okta Support Center. This permission is assigned by default to Super Admins. Super Admins can assign this permission to other Okta Admins within their Org. This permission is assigned by defining a custom role within the Okta Dashboard and assigning it to the appropriate Okta Admins. 

NOTE: For Okta for Government High customers and Okta for U.S. Military customers who use the GovCloud Okta Support Center, this new functionality will be available starting June 1, 2024. 

As of June 1st, 2024, in order to enter and manage cases on the Okta Support Center, Admins will be required to have this new permission. This permission is assigned by default to Super Admins. For Okta for Government High and Okta for U.S. Military customers who use the GovCloud Okta Support Center, the Case Admin permission will be required starting on June 15, 2024. For more details, refer to New Case Admin Permission and Elevated Support Functionality on the Okta Support Center.
 

• Super Admins
• Okta Support Center
• Managing Support Cases
• Open a Case Journey

The following are the steps to assign the new permission to Okta Admins. This permission can only be assigned by Super Admins.

1. Create a Resource Set
2. Create a Custom Role
3. Assign the Role

 For a visual demonstration of the process, review the following video.


 

Step 1 - Create a Resource Set

First, create a new Resource Set

1. From the Okta Admin Dashboard, navigate to Security > Administrators.
2. From the Administrators Page, select Resources.
3. From the Resources page, select Create New Resource Set.
4. Give the Resource set a Name and Description. 
5. Under Resources, click on Add Resource.
6. Under Find a resource type, select Support Cases.
7. Choose the option for Cases opened by the admin and then Save selection.
8. Click on Create to create the new Resource Set.

 

Step 2 - Create a Role

Once the new resource set has been created, a new role needs to be created. 

1. Click on Roles and Create New Role. 
2. Give the role a name and add a description if desired.
3. Under Select permissions, search for case. This should return the Support permission name. 
4. Under this Support permission, choose the option for View, create and manage Okta support cases permission.
5. Then click on Save Role to save the new role. 

Step 3 - Assign the Custom Role to an Okta Admin

The role can be assigned to an Okta Admin in two different ways, either directly from the role or by searching for and assigning it from the Okta Admin record.

To assign the permission from the Role screen

1. Choose the Edit dropdown and select View or Edit assignments from the new Case Admin Role.
2. Search and select the Admin who should be assigned the Resource Set.
3. Under Resource Set, select the new Case Admin Permission Resource Set. And then click Save Changes.

 

To assign the role from the Okta Admin record

1. Navigate to Directory > People and search for and click on the Admin who should have this permission assigned. 
2. From the Admin record, select Admin Roles. Then click on Edit individual assignments.
3. Under Complete the assignment, select Add assignment. 
4. From the Role drop-down, choose the Case Admin role, and under Resource Set, choose the Case Admin permission. 
5. Click on Save Changes.

The Case Admin permission will be required for any Admin who needs to open and manage a case on the Okta Support Center. This permission is assigned to Super Admins by default. A Super Admin will need to assign this permission to the additional Okta Admins who should have this Support Case management access within the org.
 

Related References

• New Case Admin Permission and Elevated Support Functionality on the Okta Support Center
• Adding Elevated Support Contacts on the Okta Support Center
• Use Custom Admin Roles - OIE
• Use Custom Admin Roles - Classic
• How to Create a Support Case