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titleDescription of Issue
  • Would like to enable the new Tyler Support accounts for 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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titleCause

Tyler is implementing a new system to manage support accounts and increase security. Some Tyler Support account(s) may be disabled, prohibiting Tyler Support from accessing 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 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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