Overview
To add a new user to the Aerospike Support Portal, an existing support contact opens a ticket asking us to register them. There is no self-service option in the portal for adding users.
Only registered users can open tickets, comment on them and be CC'd. If someone who isn't registered on the support portal replies to a ticket, their update may not reach the Support team, so register everyone who needs to work on tickets.
Who can request a new user
Any existing Support Contact at your organization can request a new user.
How to request a new user
- Sign in to the Aerospike Support Portal.
- Open a new ticket. See How to create an Aerospike Support Ticket if you need help.
- Use a subject like "Register new support portal user".
- For each person you want to add, include:
- Full name
- Business email address
- Whether they need access to license or feature files
- Submit the ticket.
You can request several users in one ticket.
What happens next
- Aerospike Support confirms the request and registers the new user.
- The new user gets an email from the Aerospike Support Portal asking them to activate their account.
- They follow the link in the email to set a password and sign in.
- Once they've activated their account, they can open tickets and work on them in the portal.
If the activation email doesn't arrive, ask the new user to check their spam or junk folder, then reply on the ticket so we can resend it.
Removing or replacing users
To remove someone who no longer needs access, such as a person who has left your team, open a ticket with their name and email address. We'll suspend their account.
To swap one contact for another, list both people in a single ticket: the person to remove and the person to add.
We recommend reviewing your contact list regularly so it stays up to date. Please request the support engineer to provide the list of active registered users.
FAQ
I used to add users myself in the old portal. Where did that option go?
The current portal doesn't have self-service user management. Open a ticket and we'll add the user for you.
Can a new user just email Support or reply to an existing ticket?
No. Only registered users can open tickets, comment on them or be CC'd. Updates from people who aren't registered may not reach the Support team.
Can I add a shared or team mailbox?
Each contact should be a named person with their own login. Please don't share accounts.