How to configure systems integrator users for account-specific support access

Document created by mike_c_frazier Employee on Nov 17, 2015Last modified by luis_nevarez on Mar 1, 2016
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System Integrator (SI) partners often work with multiple customers across different AtomSphere accounts. From a technical support perspective, Dell Boomi considers partner users an extension of the given customer's team. Partner users wanting to contact technical support on behalf of the customer must submit incidents through the Support Portal from that customer's AtomSphere account. By accessing the Support Portal through the customer's account, the cases will be handled according to the customer's support tier.
To be able to contact Boomi technical support on behalf of the customer, the partner users must be added as users to the customer's AtomSphere account. The user ID/email must be different from any existing email currently used by the partner user in other Boomi accounts.


For example,

To create a new user, log into Cusgtomer AtomSphere and go to Setup:



Go to User Management, then click add (+) to add a user:

Complete the fields with the new user information and click OK. The email address must be unique to this account.
Now that the SI Partner is set up as a user within the customer’s account, he/she can access the customer’s Support Portal to create and manage cases related to the customer’s Boomi account.

To access the Support Portal, log into Boomi and go to the help menu (?) > Support & Community.