In some cases, Support will request login access to your Salesforce account to investigate an issue. Some organizations do not allow login access as a matter of policy, and some use a Salesforce profile that does not allow login access to be granted to us.
When you request our Technical Support Engineers to assist via the ‘Grant Login Access’ feature, we will process the request with case-by-case verification before complying. If the issue requires further escalation, we may then request permission according to this Policy. Any login to your Salesforce instance under this Policy will be by specifically authorized to personnel in line with our security, privacy, and confidentiality policies and procedures for the sole purpose of handling the your support case.
Our support staff may need to log in to your Salesforce org for a first-hand look at the environment as part of a support case. You can grant login access for a specified duration. For security reasons, the maximum period we allows access to be granted is limited to fourteen continuous days for any support case. When access is granted, we can log in as the user and access your data to help resolve the issue.
Depending on profile and work in Lightning Experience or Salesforce Classic, various methods can grant login access.
All Users (Lightning):
Once logged into Salesforce, click your picture (or the default picture) on the top right of your screen and click Settings.
Expand the section titled My Personal Information, and click Grant Account Login Access.
From there, locate the line item for Own Support, select two weeks (at most) as the Access Duration, and click Save.
Start by locating and clicking the Setup button on your page's top right. Depending on your organization, the Setup button will be beside your name or listed as a drop-down option when you click on your name.
Next, navigate to the Grant Login Access page based on your setup menu.
Non-Enhanced Setup Menu - Setup | My Personal Information | Grant Login Access.
Enhanced Setup Menu - Setup | My Settings | Personal | Grant Account Login Access.
Set the access expiration date for Own Support to 2 Weeks (at most).
Click Save.
Navigate to the Grant Login Access page based on your setup menu.
Set the access expiration date for Own Support to 2 Weeks.
Please note the following conditions:
Users will require a license to at least one Own application for this to appear in the Grant Account Login Access menu.
If a user cannot grant login access, check the Login Access Policies in Salesforce Setup to see how they are configured.
If gathering debug logs (see below) is required, Salesforce Support may be able to enable debugging for Own's managed packages directly in your Org. For more information, please see the following knowledge article and contact Customer Support for additional guidance.
Own Government Cloud customers are excluded from this policy.
In certain instances, we may need to collect a debug log to help identify the root cause of an issue. To capture specific information regarding our managed package(s), this debug log must be collected via login access from our side. Debug logs captured locally will automatically hide any specific operations/processes that occur when accessing a packaged component.