Administrators require specific roles to contact Okta Support. Assign the Case Admin permission or designate an Elevated Support Contact to allow administrators to access the Okta Support Center and manage support cases.

• Okta Identity Engine (OIE)
• Okta Classic Engine
• Okta Support Center
• Administrator Roles

How are Case Admin permissions configured?

The Case Admin permission is a custom role with permissions required for administrators to open a case. This permission allows administrators to view open cases in the Okta Support Center. Okta assigns this permission by default to Super Administrators. Super Administrators can assign this permission to other Okta administrators within the organization. Grant this permission by creating a custom role in the Okta Admin Console and assigning it to the appropriate Okta administrators.

Create a Resource Set

Create a new resource set for support cases in the Okta Admin Console by navigating to the Administrators page.

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

Create a Role

Create a new role with the Support permission to view, create, and manage Okta support cases.

1. Click Roles and select Create new role.
2. Enter a name for the role and add a description.
3. Under Select permissions, search for a case to return the Support permission name.
4. Under the Support permission, choose the View, create and manage Okta support cases option.
5. Click Save Role to save the new role.

Assign the Custom Role to an Okta Administrator

Assign the new Case Admin role to an Okta administrator by editing the role assignments and selecting the appropriate administrator and resource set.

1. Choose the Edit dropdown and select View or Edit assignments from the new Case Admin role.
2. Search for and select the administrator who requires the resource set assignment.
3. Under Resource Set, select the new Case Admin Permission resource set.
4. Click Save Changes.

The Case Admin permission is required for any administrator who needs to open and manage cases in the Okta Support Center. Okta assigns this permission to Super Administrators by default. A Super Administrator must assign this permission to the additional Okta administrators who require Support Case management access within the organization.

Designate an Elevated Support Contact

Okta allows a limited number of administrators to designate an Elevated Support Contact in the Okta Support Center. This contact has visibility into all support cases associated with the account, including the Case Admin permissions. This allows select administrators to manage all support cases, a feature Okta previously removed as part of the Change in Case Access in January 2024.

Access the Elevated Support Contact information in the Okta Support Center to add or remove an Elevated Support Contact.

1. Log in to the Okta Support Center.
2. Under the profile, select My account contacts.
3. Scroll down to view the Elevated Support Contacts. As a Super Administrator, the organization’s Elevated Support Contact information is visible.
4. To add an additional contact, select the Search admins button and type the name of the Okta administrator.
5. Click the administrator record and select Add Admin.
6. The contact appears in the table, and Okta displays a pop-up confirmation.
7. To remove an existing Elevated Support Contact, click the remove icon.

NOTE: After adding an administrator as an Elevated Support Contact, the administrator must log out and log back in to the Okta Support Center to see the elevated support functionality when reviewing support cases.

Related References

• New Case Admin Permission and Elevated Support Functionality on the Okta Support Center
• Assigning the Case Admin Permission to Okta Admins
• Adding Elevated Support Contacts on the Okta Support Center