Overview
To add a New User to the Aerospike Support Portal, an existing Support User opens a new Support Ticket requesting the Aerospike Support Team to create the New User.
Note: There is no self-service option available in the Support Portal for adding or updating users.
Only existing registered Support Users can create or update Support Tickets or be added as a CC to an existing Support Ticket. If anyone from your Organization who isn't registered on the Support Portal replies to an email relating to a Support Ticket, their update/email may not reach the Aerospike Support Team, so it's important to register everyone who needs to create & update Aerospike Support Tickets.
Who can request a New User?
Any existing Support User at your Organization can request a New User account to be created
How to request a new user
- Sign in to the Aerospike Support Portal.
- Open a new Support Ticket. See How to create an Aerospike Support Ticket if you need help.
- Use a subject such as "Register new support portal user".
- For each person you want to add, include:
- Full name
- Business email address
- Whether they need access to download license or feature files
- Submit the Support Ticket.
You can request several New User accounts in one Support Ticket.
What happens next
- Aerospike Support confirms the Support request and registers the New User.
- The New User receives an account activation email from the Aerospike Support Portal requesting them to activate their account.
- The New User must click the activation link in the email in order to set a password and complete the New User account activation.
- After the New User has activated their account, they can sign into the Support Portal, create/open Support Tickets and update Support Tickets via the Support Portal.
If the New User does not receive the Account Activation email:
- first ask the New User to check their spam or junk folder for the email
- if the activation email still can't be found, secondly update the Support Ticket requesting for the activation email to be resent.
Removing or replacing users
To remove Support Portal access from an existing User account, such as someone who has left your Organization, open a new Support Ticket to request their account to be suspended. Aerospike Support will then suspend/disable the User account.
To replace one user for another (add new user, remove old user), list both people in a single Support Ticket: the person to be removed and the person to added.
We recommend reviewing your contact list regularly so it stays up to date. Please request Aerospike Support to provide you a list of active registered Users.
FAQ
I used to add users myself in the Support Portal. Where did that option go?
The current Support Portal doesn't provide self-service user management. Open a new Support Ticket and the Aerospike Support Team will add users for you.
Can anyone just email Aerospike Support or reply to an existing Support Ticket email?
No. Only registered users can open & update Support Tickets, or be added as a CC to a Support Ticket. Updates/emails from people who aren't registered in the Support Portal may not reach the Aerospike Support team.
Can I add a shared or team email alias?
Each Support User should be a named person with their own account. Accounts using an email alias are not allowed. Please don't share login account details.