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titleDescription of Issue
  • Would like to enable the new Tyler Support accounts for the Public Administration Support Center (PASC). our products
  • Want to grant Tyler Support access to an EERP or HUB environment after April 29, 2024. 
  • Tyler Support cannot access the EERP or HUB environment. 
  • When the tylersupport# account logs into Hub, it does not pull in a menu from EERP
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titleContext
  • TID-W
  • Hub
  • EERP
  • Tyler Support AccountsPublic Administration Support Center (PASC)
  • User Attributes (sprousrm)
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titleCause

Tyler is implementing a new system to manage support accounts and increase security. By default, each new Some Tyler Support account deployed was (s) may be disabled, prohibiting Tyler Support from accessing an EERP or HUB environment. 

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titleResolution

Tyler Staff will only enable accounts in client environments with client permission

  1. To enable these accounts and grant Tyler Support access to a SaaS system, please navigate to the User Attributes program either by searching or via the following path: System Administration > Security > User Attributes 
  2. Click Search. 
  3. Enter tylersupport* in the User ID field. 
  4. Click Update.
  5. Change the User account status from Disabled to Enabled. 
  6. Click Accept. 
  7. Click the right-facing arrow at the bottom of the screen to move to the next PASC support account. Tyler Support Account
  8. Repeat steps 5-8 for each Tyler Support account. Enabling multiple support accounts is important so that multiple Support Technicians can access the database simultaneously if necessary.
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titleAdditional Information

For more information about the Public Administration Security Center (PASC), please see: Master Article - New Tyler Support Accounts

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