Assigning the Case Admin Permission to Okta Admins
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Overview
Starting May 1st, 2024, a new Case Admin permission will be available to assign to Okta Admins. The Case Admin permission is a custom role with permissions that will be required in order for Admins to open a case. This permission allows the user to see their own cases they have opened within the Okta Support Center. This permission is assigned by default to Super Admins. Super Admins can assign this permission to other Okta Admins within their Org. This permission is assigned by defining a custom role within the Okta Dashboard and assigning it to the appropriate Okta Admins.
NOTE: For Okta for Government High customers and Okta for U.S. Military customers who use the GovCloud Okta Support Center, this new functionality will be available starting June 1, 2024.
As of June 1st, 2024, in order to enter and manage cases on the Okta Support Center, Admins will be required to have this new permission. This permission is assigned by default to Super Admins. For Okta for Government High and Okta for U.S. Military customers who use the GovCloud Okta Support Center, the Case Admin permission will be required starting on June 15, 2024. For more details, refer to New Case Admin Permission and Elevated Support Functionality on the Okta Support Center.
Applies To
- Okta Identity Engine (OIE)
- Okta Classic Engine
- Okta Support Center
- Super Administrators
- Case Management
Solution
The following are the steps to assign the new permission to Okta Admins. This permission can only be assigned by Super Admins.
- Create a Resource Set
- Create a Custom Role
- Assign the Role
For a visual demonstration of the process, review the following video.
How is a Resource Set created?
Create a new Resource Set for support cases in the Okta Admin Console by navigating to the Administrators page and selecting the appropriate resource type.
- Navigate to Security > Administrators.
- Select Resources.
- Click Create New Resource Set.
- Enter a name and description for the resource set.
- Under Resources, click Add Resource.
- Under Find a resource type, select Support Cases.
- Choose Cases opened by the admin and click Save selection.
- Click Create.
The following image displays the configured resource set for support cases.
How can a custom role be created for the Case Admin permission?
Once the new resource set has been created, create a new custom role and attach the support case management permissions to it.
- Select Roles and click Create New Role.
- Enter a name and description for the role.
- Under Select permissions, search for case to locate the Support permission.
- Under this Support permission, choose the View, create and manage Okta support cases option.
- Click Save Role.
The following image displays the configured custom role with the support case permission selected.
How is the custom role assigned to an Okta administrator?
Assign the custom role to an administrator directly from the role configuration page or from the administrator profile in the directory.
How is the role assigned from the role configuration page?
Assign the resource set and role to a specific administrator from the Roles tab.
- Choose the Edit dropdown menu for the Case Admin role and select View or Edit assignments.
- Search for and select the administrator.
- Under Resource Set, select the new Case Admin permission resource set.
- Click Save Changes.
The following image displays the role assignment interface.
How is the role assigned from the administrator profile?
Assign the custom role and resource set directly from within the administrator profile in the Okta directory.
- Navigate to Directory > People and select the administrator.
- Select Admin Roles and click Edit individual assignments.
- Under Complete the assignment, select Add assignment.
- Choose the Case Admin role from the Role dropdown menu and select the Case Admin permission under the Resource Set section.
- Click Save Changes.
The following image displays the administrator role assignment interface.
