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Planview Customer Success Center

Partner Access Requests

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The Partner Access Request area in the Support Portal allows customers to provide their Planview partner limited-time access to view and submit support cases on their behalf. Access is limited to 90 days and can be extended or revoked at any time.

Granting Partner Support Access

  1. Log into the Support Portal and navigate to the Partner Access Request area.
  2. Enter the Partner Account Name, which you can get from your partner (it is the Partner’s account name in the Support Portal).
    • The partner account name must match exactly (e.g. “ACME Consulting (Partner)”). 
    • Partners can find their Account Name under the My Account page in the Support Portal.
  3. Add additional info, if needed. You can also see the access expiration date, which is 90 days by default.
  4. Click Request in the bottom right.

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  5. A case will be opened, and processing may take up to 10 minutes. The customer can view access and expiration dates on the Support Portal home page dashboards.

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NOTE

When there are seven days left on a partner’s access, all support contacts at the customer organization will receive a notification email of the expiration.

           

Extending Partner Support Access

  1. In the Partner Access Request area, enter the exact Partner Account Name and click the Extend checkbox. This can be done by anyone in the customer organization, not just the initial requester.
  2. Add additional info, if needed. You can also see the new access expiration date (90 days from extension request date).
  3. Click Request in the bottom right.

A case will be opened, and processing may take up to 10 minutes. The expiration date will be updated on the Support Portal home page dashboard.

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Revoking Partner Support Access

  1. In the Partner Access Request area, enter the exact Partner Account Name and click the Revoke checkbox. This can be done by anyone in the Customer organization, not just the initial requester.
  2. Click Request in the bottom right.

A case will be opened, and processing may take up to 10 minutes.

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