To assist you, Vicasso staff may need to log in to your organization for a first-hand look at your environment. You can grant access to them for a specified duration. For security reasons, the maximum period for granting access to an AppExchange partner is limited to one month. During the time you have granted access, we can login as you and access your data to help you.

 

1. Once logged into Salesforce, click your picture (or the default picture) on the top right of your screen and click "Settings".
2. Expand the section titled "My Personal Information", and click "Grant Account Login Access".
3. From there, locate the line item for Vicasso Support, select 1 week as the Access Duration, and click Save.

1. Start by locating and clicking the "Setup" button found on the top right of your page. Depending on your organization, the Setup button will be beside your name or listed as a drop-down option when you click on your name.
2. Next, navigate to the Grant Login Access page based on your setup menu.
   • Non-Enhanced Setup Menu - Setup | My Personal Information | Grant Login Access.
   • Enhanced Setup Menu - Setup | My Settings | Personal | Grant Account Login Access.
3. Set the access expiration date for Vicasso Support to 1 Week.
4. Click Save.

1. Navigate to the Grant Login Access page based on your setup menu.
   • Non-Enhanced Setup Menu - Setup | My Personal Information | Grant Login Access.
   • Enhanced Setup Menu - Setup | My Settings | Personal | Grant Account Login Access.
2. Set the access expiration date for Vicasso Support to 1 Week.
3. Click Save.

• Users will require a license to at least one Vicasso application in order for Vicasso to appear in the Grant Account Login Access menu.
• For Vicasso applications licensed to your entire organization (such as free labs applications), only users with the “Manage Users” permission enabled on their profile can grant login access.
• If a user is unable to grant login access, check the Login Access Policies in Salesforce Setup to see how those are configured.
• If your license or trial for your Vicasso product(s) has expired, you cannot grant login access to Vicasso.
• In the event Vicasso is performing a Product Implementation Review for your organization, please set the access expiration date to 1 Month.
• For more information on Product Implementation Reviews, please contact your Vicasso Account Executive.

 

For more information on Granting Login Access, see the following article: 

https://help.salesforce.com/articleView?id=granting_login_access.htm


Non-Disclosure Agreements

Vicasso makes every effort to ensure your data is not shared, distributed, or used in a manner that violates our Privacy Policy . If your organization requires a signature on a Non-Disclosure Agreement (NDA) prior to granting login access, please reach out to your Vicasso Account Executive.

If an NDA is not an option, and you are still unable to grant login access to your Production organization:

In certain instances, Vicasso may need to collect a debug log to help identify the root cause of an issue. In order to capture specific information regarding our managed package(s), this debug log must be collected via login access from our side, as debug logs captured locally will automatically hide any specific operations/processes that occur when accessing a packaged component.

For example, below are comparison screenshots displaying information captured in a debug log by an end-user vs. a debug log captured by Vicasso via login access. You will notice that the first debug log contains no errors and hides all managed code from Email to Case Premium with the line "ENTERING_MANAGED_PKG | E2CP". The second debug log clearly displays an error (Non-selective query against large object type).


End-User Debug Log:





Vicasso Debug Log:



For more information on the non-selective query error displayed in the second debug log, please review the following knowledge article.

In the event your organization is unable to grant login access and gathering a debug log is deemed as the next step forward in troubleshooting the issue reported, Vicasso support may not be able to provide further troubleshooting assistance.