This article describes the roles necessary for contacting Okta support.
- Contacting Okta Support
- Okta Support Center
- Administrator roles
There are two available configurations that allow admin users to access the Okta Support Center and handle cases.
Option 1 - Case Admin permissions
Summary:
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.
Steps for Super Admins to grant Case Admin permission to other admins:
Step 1 - Create a Resource Set
- First, create a new Resource Set.
- From the Okta Admin Dashboard, navigate to Security > Administrators.
- From the Administrators Page, select Resources.
- From the Resources page, select Create New Resource Set
- Give the Resource set a Name and Description.
- Under Resources, click on Add Resource.
- Under Find a resource type, select Support Cases.
- Choose the option for Cases opened by the admin and then Save the selection.
- 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.
- Click on Roles and Create New Role.
- Give the role a name and add a description if desired.
- Under Select permissions, search for a case. This should return the Support permission name.
- Under this Support permission, choose the option for View, create, and manage Okta support cases permission.
- 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:
- Choose the Edit dropdown and select View or Edit assignments from the new Case Admin Role.
- Search and select the Admin who should be assigned the Resource Set.
- Under Resource Set, select the new Case Admin Permission Resource Set. And then click 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.
Option 2 - Elevated Support Contacts
Okta allows a limited number of admins in the Okta Support Center to designate an Elevated Support Contact, who will have visibility into all support cases associated with the account, including the Case Admin permissions. This allows select Admins to manage all support cases, which was previously removed as part of our Change in Case Access in January 2024.
The following are the steps for how a Super Admin can access the Elevated Support Contact Information on the Okta Support Center.
- Log into the Okta Support Center.
- Under profile, select My account contacts.
- Scroll down to see the Elevated Support Contacts. As a Super Admin, the organization’s Elevated Support Contact information should be able seen.
- To add an additional contact, select the Search admins button option and type the name of the Okta Admin who should be added.
- Click on the admin record and select Add Admin.
- The contact will show in the table, and a pop-up confirmation will be received.
- To remove an existing Elevated Support Contact, click on the remove icon.
NOTE: Once an admin is added as an Elevated Support Contact, they must log out and log back in to the Okta Support Center to see this elevated support functionality available when reviewing support cases.
