Support access
To diagnose a problem, a MyCLM support agent may need to see the app exactly as one of your users. This access is read only: the agent cannot sign, send, change or delete anything.
Your rule
Section titled “Your rule”Administrators of the organization choose the rule in Administer <Organization> → Support access:
| Rule | What happens |
|---|---|
| Notify (default) | The session opens; the user concerned and the administrators are notified at once. |
| Require approval | The user concerned (or an administrator in their place) approves or denies each request first. |
| Forbid | Support access is refused; switching to it ends any session in progress immediately. |
What is guaranteed
Section titled “What is guaranteed”- Read only, 30 minutes at most. Every write is refused by the API, whatever the screen.
- A reason for every session (usually a ticket number), shown to the user and administrators.
- Only the support team: a dedicated staff permission, and a reason for every session.
- Ended at any time by the user concerned (profile → Support access) or an administrator.
- Recorded on both sides: the session appears in your organization’s audit journal (security category), with the number of pages viewed; every request is recorded in MyCLM’s tamper-proof staff journal.