In continuing efforts to improve our customer's security posture and to provide enhanced capabilities to manage case access, new functionality is being introduced on May 1st, 2024. A new Case Admin Permission and Elevated Support Contact will be available for customers to assign and control who has access to view, create, and update cases on the Okta Support Center.

The information in support cases is sensitive, and Okta has taken several steps to review and enhance the security of the Okta Support Center, also known as the Customer Support System.  

NOTE: For Okta for Government High customers (referred to as Okta’s OG1 cell) and Okta for U.S. Military customers (referred to as Okta’s OM1 cell) who use the GovCloud Okta Support Center, the new Case Admin Permission will be available starting June 1st, 2024, and the Elevated Support Contact will be available starting June 15th, 2024. 
 

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

Case Admin Permission

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: Starting June 1st, 2024, admins will be required to have this new permission to enter and manage cases on the Okta Support Center. 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 June 15th, 2024.

Action Needed

Starting on May 1st, 2024, Super Admins will need to create a new custom role with the appropriate permissions and assign the role to Admins within their Org that need access to open and manage cases on the Okta Support Center. During this time, Admin users will still have access to their support cases. Starting June 1st, 2024, an admin must be assigned this new permission in order to access or enter cases on the Okta Support Center. If this permission is not assigned, the user will only have access to the Community on the Okta Support Center. 

For details on defining the Case Admin Permission, refer to Assigning the Case Admin Permission to Okta Admins

NOTE: This new functionality will be available for Okta for Government High and Okta for U.S. Military customers who use the GovCloud Okta Support Center starting June 1st, 2024. Starting June 15th, 2024, admins will be required to have the new Case Admin permission to enter and manage cases on the GovCloud Okta Support Center. 
 

Elevated Support Contact 

In addition to the new Case Admin Permission, a new Elevated Support Contact is being introduced. Okta will provide the ability to designate an Elevated Support Contact to a limited number of Admins in the Okta Support Center, who will have visibility into all support cases associated with the account. This provides the ability for select Admins to manage all support cases, which was previously removed as part of our Change in Case Access in January 2024.

This Elevated Support Contact is not assigned by default. Only Super Admins can assign it, and it can only be assigned to Admins with the Case Admin Permission. The Elevated Support Contact is defined directly on the Okta Support Center under My Account Contacts. After defining the Elevated Support contact, the user must log out and back into the Okta Support Center to see the additional functionality in viewing cases. 

NOTE: Super Admins will need to assign this Elevated Support Contact to themselves. This is not assigned by default. 

There is a fixed limit on how many admins can be assigned the Elevated Support Contact within an account based on the account’s entitlement. The limits are the following:

• Basic Success:  5
• Silver Success:  10
• Gold Success: 20

For details on defining Elevated Support Contacts, refer to Adding Elevated Support Contacts on the Okta Support Center.

NOTE: For Okta for Government High and Okta for U.S. Military customers who use the GovCloud Okta Support Center, the Elevated Support Contact will be introduced starting June 15th, 2024. This Elevated Support Contact will need to be defined in order for an Admin to continue to have visibility into all support cases associated with the account on the GovCloud Okta Support Center.
 

Overview of Okta Support Center Roles and Permissions

Frequently Asked Questions

Does there have to be at least one Elevated Support Contact per account?

• No, having an Elevated Support Contact for each account is not a requirement. This is an optional role. 

A Super Admin is attempting to assign an Admin as an Elevated Support Contact, but does not see that option for the Admin.

• In order for an Admin to get the Elevated Support Contact, they need to first have the Case Admin permission assigned within the Okta Dashboard. 

What happens if a  Super Admin with the Elevated Support Contact is downgraded to another Admin role (e.g., Help Desk Admin or Report Admin)

• If their Okta Admin has the Case Admin role, they will continue as an Elevated Support Contact. If they lose the Case Admin role, they will also lose the Elevated Support Contact. 

Why would a Super Admin not see the My account contacts and Elevated Support Contact option in OSC?

• If the account is from an Integrator Free org, then the account will not have this option. 

Can Okta Support or CSMs add this Case Admin Permission or Elevated Support Contact to a customer’s account?

• No. This Case Admin Permission and Elevated Support Contact can only be added and managed by the customer.

Is it possible to request additional Elevated Support Contacts for my account?

• These are fixed limits based on the account’s entitlement. Additional Elevated Support Contacts cannot be requested.

Related Resources

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