Support Connector

The Support Connector allows administrators to grant the 4ALLPORTAL support team temporary access to their system. Once access is granted, a support team member from 4ALLPORTAL can log in to your system as a support user to provide assistance and support.

Please note: Access is disabled by default and should only be enabled when assistance from the 4ALLPORTAL support team is needed or requested.

Prerequisites

External URL

The Support Connector only works with the External URL. It must be configured via a Docker environment variable (GENERAL_EXTERNAL_URL) before support access can be granted.

• If you are using an on-premises system, ensure that the External URL is configured correctly.
• If you are using a cloud system, this isn't necessary.

Please note: The OAuth redirect will fail if this setting is missing.

Enable Support Access

• The support access must be enabled for a system.
• Go to admin snap-in Authentication/Support Connector, and toggle Enable support access to activate the support login.
• Disable it again once the support case is resolved.

Support Team Authentication

Each 4ALLPORTAL support team member authenticates with their personal corporate account via OIDC (AWS Cognito) to ensure an ISO-compliant login without the need for shared support user accounts.

4ALLPORTAL Support Connector Role

Users who log in through the Support Connector are automatically assigned to the 4ALLPORTAL Support Connector (System) role. This ensures that support access to customer systems is handled through a dedicated role with defined permissions and licensing.

The 4ALLPORTAL Support Connector (System) role has the following characteristics:

• It uses the 4ALLPORTAL Support license type.
• It is identified by its type fourallportal_support, not by its name. A role with the same name created by a customer is never used for support logins.
• Its permissions correspond to those of the Admin role. Users assigned to the role can therefore use all functions in the customer's 4ALLPORTAL system.
• The role is hidden from the role configuration in customer systems and cannot be viewed by customer administrators.
• Users assigned to the role remain visible in the User module.
• The last login of users who access the system through the Support Connector is recorded and can be viewed.
• The role cannot be assigned manually to other users.