Whose access the agent uses

This page explains whose access the agent uses against your connected systems. It also explains what happens before the agent changes anything.

Whose access does the agent use?

Your administrator configures the access for each connected system. The agent uses that access. It does not sign in with your personal accounts.

Two users of the same installation therefore read the same connected systems. What the agent can read there does not depend on who asks.

Can the agent change your systems?

The agent is read-only by default. It reads the state of the systems it investigates and reports what it found. It does not change them.

Your administrator can allow selected write actions on the systems the agent investigates. Until then the agent refuses a command that would change one.

A ticket tool, a mailbox, or a chat tool works differently. Your administrator can connect one. The agent can then create a ticket or send a message when you ask for it. Which of these actions work depends on the tool.

Before a mail or a chat message goes out, the agent shows you the text and waits. It sends at once when your message asked for the send outright.

How do you confirm a write action?

Your administrator decides which write actions need your confirmation. Hyground asks you before it runs one of those. A write action your administrator granted outright runs without asking.

Hyground shows a card in the session titled Action Confirmation Required. The card names the operation the agent wants to run.

The operation appears under Approving authorizes this operation:. The command the agent asked to run appears under Agent-requested full command:. Read both before you decide.

A card can also offer Show details. Click it to see the rest of what the agent passed.

Click Approve to let the action run. Click Deny to stop it. After a deny, nothing changes in your systems.

The card then reads Approved or Denied. The agent continues either way.

Only the owner of the session can approve or deny. Other users of a shared session cannot resolve the card. Hyground still shows them the buttons. Their click fails and the card stays open.

Hyground shows an Unable to process your message block for the failed click. The reply itself is not affected.

A scheduled session and an Auto RCA have no owner. No user can approve or deny in such a session. See Sessions Hyground starts.

What if you do not answer?

The card stays on the screen and the agent waits. Nothing runs in the meantime.

The offer to approve expires after 15 minutes by default. Your administrator can change this time. Deny still works after that time and closes the card.

If you click Approve after that time, Hyground tells you that the request expired. Ask the agent for the change again, then approve the new card.