Support access¶

With support access, someone who supports your organisation from above, an operator of Artific or the support staff of your partner, can see OS as one of your members sees it, for at most an hour, to find out why something does not work for them. This page explains who may do that, what they see and never see, how the member is told, and how your administrators narrow it or switch it off.

Who may support whom¶

• The supporter reaches your organisation from an organisation above it and holds a role there that allows opening support sessions in the organisations below (org-admin and operator do; a partner can give it to its support staff through a role of its own). Your own administrators can never open a session over a colleague.
• The member is an active member of your organisation. Never a service account, never a person who is also a member of the supporter's own organisation or one above it, and never an operator.

• Your organisation decides who may open sessions in it, on Organisation management > Settings, under Support access:

  Choice	Who may open a session
  Artific's operators and the organisations above this one	the default
  Artific's operators only	the partner above you no longer may
  Nobody	nobody; every open session ends at once

Narrowing the choice ends the sessions it no longer allows straight away.

Opening a session¶

1. The supporter opens the member's page under User management > Members.
2. They choose View as this member, give a reason (10 to 500 characters) and the minutes: 15, 30 or 60.
3. OS opens the session and shows the organisation as the member sees it: their menus, their buttons and where they are refused.

A supporter has one session open at a time. A session is never extended: when the time runs out, the supporter opens a new one, with a reason, and the member is told again.

What the member is told¶

Every start sends the member a notification in the app and by mail, naming who opened it, from which organisation, the reason and until when. The member cannot switch these off. The organisation's administrators get the same notification in the app.

What a session shows, and what it never does¶

While the session lasts, every screen shows a banner above the page with the member's name, the supporter's, the minutes left and End. Nothing can hide it.

A session never gains a right. Everything is decided twice, for the supporter and for the member, and only what both may is allowed. A session looks: it never changes the member's own preferences, notifications, favourites or exports, never runs anything in the AI Toolbox, and never reads the member's own conversations, files or records at Artific Core.

Ending a session¶

A session ends when the supporter chooses End in the banner, when the member or an administrator ends it, when its time runs out, when either membership stops being active, or when your setting no longer allows it. The next request after that is refused, and the banner goes.

What is recorded¶

Every start and end is a row of your organisation's audit trail, with the session, the member and the minutes (Read the audit trail). Every change made during a session names both: the supporter who acted and the member whose view it was. The reason stays on the session itself.

Through the API¶

A request under a session carries the supporter's own token and the header OS-Support-Session with the session's id. A session that has ended answers 409 with the problem type support-session-ended.