topic Re: Notify Support when granting cluster access request - Status changed to: Under review in Dynatrace Managed Q&A

Notify Support when granting cluster access request

auke_wesselink — Thu, 16 Feb 2023 08:30:05 GMT

We would like to have the option for support to get notified when we do reject/accept cluster access requests. We do not allow support to unattended connect to our managed cluster, they should request access.

I would expect that support got notified when we approve or deny them. I got informed that this isn't the situation. This looks to me a good idea to implement for support to minimize wait times.

Re: Notify Support when granting cluster access request - Status changed to: Under review

Radoslaw_Szulgo — Mon, 19 Jun 2023 09:23:30 GMT

We provide proper notifications to both side - to cluster administrators that a new permission request was created by Dynatrace's team and we also provide a notification when you approve or reject it.

Is there anything missing? Maybe your perception of this situation is lack of cluster administrator role or misconfigured email settings?

See screenshots below:

Re: Notify Support when granting cluster access request

auke_wesselink — Mon, 19 Jun 2023 09:31:59 GMT

We don't have the issue from our side that we don't see the requests.

We got this idea request from Dynatrace support itself to get them notified - somehow the don't got the approve of reject message. I cannot check if that mail is present or not.

For me it is now clear that there should be an approval or rejectance notify in place.

Re: Notify Support when granting cluster access request

AntonioSousa — Mon, 19 Jun 2023 09:57:37 GMT

I can confirm that Support seems to not have this authorization information readily available. I have had cases where we gave access, but after several days, Support hadn't noticed it...

Re: Notify Support when granting cluster access request

Radoslaw_Szulgo — Mon, 19 Jun 2023 10:15:16 GMT

OK, then it's the respective's support team member's issue that they have either not received a notification or they've just not found it in their inbox.