The VMware Carbon Black Support team may not be able to access your Organization on the VMware Cloud Services Console and VMware Carbon Black Cloud by default.

This procedure grants Carbon Black Support access to your organization on the VMware Cloud Services console with the appropriate roles required to assist with your support case. These are the “View All” and “Support Feature” service roles.

For more information, see: Add Users to Your Organization.

Prerequisites

  • A user with the “Organization Owner” role for the organization is required to conduct this flow.
  • Your support contact should provide you with an email address with the domain @vmwarefed.com that will be used to access your organization
  • To prevent delays, complete the following process as soon as possible after contacting support.

Procedure

  1. From the Carbon Black Cloud console, click the VMware Cloud Services Application Menu in the top-right corner and select Identity & Access Management.
  2. Click Add Users.
  3. On the Active Users tab, enter the email address of the VMware support user you want to add to your organization. This should be a @vmwarefed.com user.

    You can add more than one user at a time.

  4. In the Role Assignment section, assign the “Organization Member” role. View this organization roles page for more information.
    For more information, see: Organizational Roles and VMware Cloud Services.
  5. To give the user access to the Carbon Black Cloud service in the organization, Under the Assign Service Roles section, click Add a Service, and then select VMware Carbon Black Cloud.
  6. Click the dropdown menu accompanying the with roles text and select the following Service Roles for the user.
    • View All
    • Support Features
    Important: Make sure to click Select on the modal that appears so that your choice is saved.
  7. At the bottom of the page, click Add to send an invitation to the user.
  8. Please notify the VMware support user that you have granted them access to your organization. This would be via the channel by which you have been in contact with support (typically, the User Exchange, but also email or phone).