The current Openpath Jira and Confluence instances will be migrated to the MSI On-Premise solution from August 9th-11th, the current platform will be set to read-only and all future usage will be in the Avigilon Instance. Please ensure access to MSI Jira & MSI Confluence, both are accessible through OKTA. For additional information and details please refer to the Atlassian migration page

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With Avigilon Alta, your system and data security is our top priority. To further prevent unauthorized access to your account, we created a feature that allows Org admins to enable or disable the Avigilon Alta Support team's access to view your account.

In this article, we will show you where you can access this new feature as well as answer some questions that may come up related to this change.

It is important to note, however, that the Avigilon Alta Support team does not have access to edit or create an account, nor do they have access to unlock customers' security systems. Any changes to this permission must be first escalated to Support Management or Engineering for review and approval. 

How to change the Support team's view access:

  • Under Security Settings, click Change Settings (on the right-hand side) to adjust offline timeout and view/edit access to your account.

    • Offline Timeout Setting. This setting is the time (in days) that an ACU can be offline before the token expires. After this time, credentials may not authenticate properly. The maximum value for this setting is 30 days. For more information, see What is the Offline Timeout Setting?

    • Suspend idle users timeout setting (days). This will automatically suspend users who have not unlocked an entry within the set time duration.

    • Allow [parent org] to have VIEW access to this organization. You will see this option if your integrator is configured as a parent org. This setting is enabled by default. You may disable it at any time to prevent your parent org from viewing your organization.

    • Allow [parent org] to VIEW VIDEO from this organization. You will see this option if your integrator is configured as a parent org. This option allows the parent org to view videos from your organization.

    • Allow Avigilon Alta Support to have VIEW access to this organization. This setting is enabled by default. You may disable it anytime to prevent Avigilon Alta Support from viewing your organization.

    • Allow Avigilon Alta Support to VIEW VIDEO from this organization. This setting is disabled by default. You may enable it anytime to allow Avigilon Alta Support to view videos from your organization.

    • Allow Avigilon Alta Support to have EDIT access to this organization. This setting cannot be enabled; you must escalate changes to Avigilon Alta Support or Engineering.  

    • Allow Avigilon Alta Support to have UNLOCK access to this organization. This setting cannot be enabled; you must escalate changes to Avigilon Alta Support or Engineering. 

  • Adjust settings as desired, then click Save.

What this feature entails for your account users:

  • If the Support View access is set to Off, the Avigilon Alta Support team will not be able to access your account until that option is toggled back to On.

  • If your end users reach out to the Avigilon Alta Support team and your account's View access is set to Off, we will refer your users back to you, the account admin.

  • If the Support View access option is set to Off, the Avigilon Alta Support team will have limited ability to support your end users. 

If you have any questions about this security feature or if you need assistance with it, please contact Avigilon Alta Support.

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