Customer Management

Imprivata Customer Privileged Access Management (CPAM) enables you to create secure and remote connections with your customers to complete support requests. The Customers section of your CPAM server enables you to organize and manage all your customers in a single User Interface location.

Access the Customers actions by opening the Remote Support tab and selecting the Customers option from the navigation menu.

In the Customers menu, you can manage your customers and manage your gatekeepers. This page only contains the information about Customer Management.

List Customers

When you open the Customers menu of the Remote Support tab, a table of all your customers is displayed. Alternatively, you can hover over the Customers menu option and click List Customers to view the table.

The table provides the Name that you assign to your customer, an optional Alternate ID, the number of Gatekeepers assigned to that customer, and an option to View or Quick Connect to your customer.

From the List Customers pane, you can add your customers by clicking New at the top right of the list.

Create a New Customer

When you click New on the Customers pane, the New Customer form opens. Add a new customer by completing the information on the form. Use the following table for reference:

Section Field Description Required Notes
New Customer Form Customer Name Add a custom name for your customer. Yes  
Alternate ID Provide an alternate name to identify your customer. No  
Department Add your customer to a Department.
No, but recommended Read the System Admin Guide for more information.
Gatekeeper Information Gatekeeper Name Create a Gatekeeper for your Customer.
 Yes Read the Gatekeepers Documentation for more information.
Gatekeeper Group Align your customer to a Gatekeeper Group.
 Yes
Gatekeeper Description Provide a description of your customer's gatekeeper. No
Services Profile Select the distribution of your customer's Gatekeeper. (Windows or Linux) Yes
Host this Gatekeeper on an existing Gateway Add your customer's Gatekeeper to an existing Gateway. No
Audit Visibility Allow Gatekeeper Users to View Detailed Audit Enables all users to view and download audit logs and files. No  
Gatekeeper Admin User Create Gatekeeper Admin User Create an administrator user from your customer's side for access management and history access options. No, but recommended  

When you complete your customer's settings, click Save.

NOTE:

The services defined in the chosen Services Profile are copied to the Gatekeeper when you click Save. This means that if you later change services in that Services Profile, those changes do not apply to previous Gatekeepers, since the Gatekeeper received a copy of the original services when it was created. Gatekeepers do not "remember" the name of the Services Profile with which they were created, only the services that were in that profile at creation time.

If your customers settings do not comply with the CPAM standards, you may receive the following errors:

Error message Description
Customer is required The Customer Name field cannot be blank. This field can have up to 128 characters.
Gatekeeper name is required The Gatekeeper Name field cannot be blank. This field can have up to 32 characters.
The Gatekeeper name you have entered already exists for this customer The server already has a Gatekeeper with the name you typed. Each Gatekeeper must have a unique name.
Invalid Gatekeeper Group ID Specified You must choose a Gatekeeper Group to store this Gatekeeper.
The name you have entered belongs to another customer The server already has a Customer with the name you typed. Each Customer must have a unique name.
The alternate customer ID you have entered belongs to another customer The server already has a Customer ID with what you typed. Each Customer ID must be unique.

If there are no errors, your CPAM server creates your Customer and their Gatekeeper. The Gatekeeper Added pane opens and displays the Registration Code that your Gatekeeper contact needs to register.

Read the Installation/Gatekeeper document for more information.

View a Customer

To view a customer, click the customer name from the List Customer menu. The View Customer pane opens with the following sections:

  • Top Summary: Provides the name, alternate ID, and associated Nexus applications for your customers. It also contains the following actions:

    • View History: Display the Session History for that customer.
      Read the Sessions Documentation for more information.

    • Quick Connect: Open the Quick Connect page to set a remote connection with a customer.
      Read the Sessions Documentation for more information.

    • New Gatekeeper: Create another gatekeeper for your customer.
      Read the Gatekeepers Documentation for more information.

    • Add Gatekeeper User: Add another user to an existing Gatekeeper associated with your customer.
      Read the Gatekeepers Documentation for more information.

    • Edit: Modify your Customers Information, Audit Visibility option, Customer Notes, and the Pre-Connection Notification Message.

    • Move Gatekeepers: Move your customer's Gatekeeper to another Customer.
      Read the Gatekeepers Documentation for more information.

  • Gatekeepers table: Provides a list of all the Gatekeepers associated to your customer and information about its Gatekeeper Group, Session Status, Access, an option to View the Gatekeepers details, and an Option to Connect to the Gatekeeper.

    Read the Gatekeepers Documentation and the Sessions Documentation for more information.

  • Audit Visibility: Displays your customer's settings for Audit Visibility.

  • Customer Credential Options: Configure which customer users can manage credentials.
    Read the System Admin Guide for more information on Credentials.

  • Users: Displays a list of all customer users that have access to the Gatekeeper and information about their name, email address, Status, Gatekeepers Access, and an option to View, Edit, Reset Password, or Disable.

  • Authorized Domains: Displays a list of the domains that have access to the Gatekeeper.

  • Authentication Requirements: Enables you to enforce Multi-Factor Authentication Methods to access the Gatekeeper.

  • Customer Networks: Enables you to add your customer's custom or private networks for access to the Gatekeeper.

Read the following sections for more information on the actions you can take on a Customer.

Edit a Customer

To edit a customer's information, open the View Customer pane you want to edit and click Edit on the Top Summary section. Modify the following fields:

  • Customer Information: Modify the Name, Alternate ID, or Department.
    Departments are an additional grouping feature in CPAM. Read the System Admin Guide for more information.

  • Audit Visibility: Enable your customers to view and download audit files and logs.

  • Customer Notes: Add a Note about you customer.

  • Pre-Connection Notification: Create a custom message that displays before a connection with your customer.

Click Save. The errors you may receive from this form are:

Error message Reason
Customer Name is required The Customer Name cannot be blank, and can be up to 128 characters.
The name you have entered belongs to another customer There is already a Customer by that name.
The alternate customer ID you have entered belongs to another customer The Alternate ID field must be unique.

The View Customer pane also displays information about the Gatekeepers and its Users.

To modify Gatekeepers, read the Gatekeepers Documentation.

From the View Customer pane, you can modify the customer's users. Customer users are your customer employees that have access to the Gatekeeper. To modify a Gatekeeper User, navigate the Users section of the View Customer pane and click the Name of a user, the View option, or the Edit option.

From the Edit Gatekeeper User page, you can modify the following user attributes:

  • Name

  • Phone

  • Alternate Phone

  • Role:

    • Admin: Edit the Gatekeeper settings, enable and disable access.

    • Read Only: View audit files, information, and enable and disable access.

    • Email Only: Receive email notifications only.

  • Gatekeeper Access

In the Edit Gatekeeper User page, you can also disable and delete the Gatekeeper user.

Delete a Customer

To delete a customer:

  1. Open the View Customer pane you want to edit.

  2. Click Edit.

  3. Click Delete.

  4. Click Accept to the Confirm Delete prompt.

IMPORTANT:
This action deletes the Customer and all its Gatekeepers. After you delete a Customer you are taken to the customer list.