New Support Accounts in EERP system

Owned by Knowledge Assistant
Last updated: Oct 11, 2024
2 min read



Description of Issue

  • New Support Accounts in the EERP system?

  • New tylersupportX user created with a tylersupportX@tidsupport.com email in Enterprise EERP. 



Context

  • TID-W

  • Hub

  • EERP

  • User Attributes (sprousrm)



Cause

Tyler is implementing a new system to manage support accounts and increase security. 



Resolution

Tyler Deploys latest EERP/HUB updates have included the seeding of 5 new support accounts to enhance security when Tyler supports your system. These accounts are deployed in a disabled state and will need to be enabled before they can be used. If these accounts are not enabled, Tyler Support cannot independently access systems for EERP or HUB. 

FAQ:

  • What are the accounts going to be used for?

    • They will replace the current Munis user as the support account in EERP.

  • How are these new accounts more secure?

    • The new support accounts have randomized rotating passwords that are changed after each use. Multi-factor authentication (MFA) is mandatory for accessing these accounts. A comprehensive audit log is maintained to record when a technician reserves and uses an account. The accounts are all backed by Okta.

  • Who has access to these accounts? 

    • Only Tyler Support has access to these accounts. 

  • What do we need to do from here?

  • Can I delete these accounts?

    • You are able to delete these accounts, but they will be reseeded upon your next update. You are not required to enable these accounts, but not doing so could potentially inhibit issue resolution times in the future as Support Technicians will not be able to independently connect to EERP or HUB environments.

  • Are we able to use these support accounts?

    • To uphold the goal of increased security and auditing, these support accounts are strictly for Tyler Support. 

  • Why are there multiple new Tyler Support accounts?

    • Multiple new support accounts were created so that multiple technicians can access EERP or HUB environments at the same time if necessary. 



Additional Information

For more information, please see: Master Article - New Tyler Support Accounts