Administering Support Automation › Support Automation User Administration › How to Set Up Support Automation for a Guest User

How to Set Up Support Automation for a Guest User

As a system administrator, you configure your live assistance environment to allow guest users to interact with the analysts. You can configure a guest user for a specific tenant or can make the user available to the entire system. Tenant is a user who uses a single instance of a software application that serves multiple customers in a multi-tenancy environment.

The following diagram illustrates how a system administrator configures the live assistance environment to allow guest users:

Follow these steps:

1. Create an Access Type for a Guest User
2. Assign the Guest Access Type to a Contact
3. Verify the Guest User

Create an Access Type for a Guest User

To let the guest users log in to CA SDM without an authentication, create a specific access type in CA SDM. If you are the service provider, you can create a guest access type for each tenant in your environment.

Follow these steps:

1. Log in to CA SDM.
2. On the Administration tab, click Security and Role Management, Access Types.

   The Access Type List page opens.

3. Click Create New.

   The Create New Access Type page opens.

4. Complete the fields as appropriate.
5. Click the Web Authentication tab. In the Validation Type drop-down list, select Open-always allow access.
6. Click Save.

   The access type for guest users is created.

7. (Optional) Right-click the Access Type List page and select Refresh.

   The guest access type appears in the list.

BSVC--Assign the Guest Access Type to a Contact

Assign the guest access type to a contact after you create an access type so that the guest can use Support Automation live assistance functionality. The guest user uses a web authentication to log in to CA SDM. A contact is a person who uses the system regularly.

Follow these steps:

1. On the Administration tab, click Security and Role Management, Contacts.

   The Contact Search page opens.

2. Click Create New.

   The Create New Contact page opens.

   Note: You can also modify a contact.

3. Select a guest from the Contact Type drop-down list.
4. (Optional) Associate the contact with a tenant and make the contact public. This association helps the contacts to accept an automatic assignment of a request.
5. Click Save.

   The guest access type is assigned to the contact.

Verify the Guest User

After you assign the access type, you can verify the existence of the appropriate users in your environment.

Follow these steps:

1. On the Administration tab, click Security and Role Management, Contacts.

   The Contact Search page opens.

2. Select the Contact Type as Guest and Access Type that you have assigned.
3. Click Search.

   The Contact List page opens.

The contact type and the access type are available on the Contact List page.

This step completes the Support Automation setup for a guest user.