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Overview

When you create a ticket with cPanel support, it is often necessary for support to access your server. The Grant cPanel Support Access interface uses the server authentication details in your ticket to automatically provide support with SSH access to your server. Your server must connect to the cPanel Customer Portal to transfer the authentication details.

Log in

To establish a secure connection with the cPanel Customer Portal, perform the following steps:

Click Log in to cPanel Customer Portal. A new window will appear.
Enter your Customer Portal email address and password in the appropriate text boxes.
Click Sign In. The Grant cPanel Support Access interface will display.

cPanel Customer Portal login window

You can access the cPanel Customer Portal directly.

Grant or Revoke cPanel support's access

The Grant or Revoke cPanel Support's Access section lists your Customer Portal account's open support tickets as well as the closed tickets for which you granted access. If the desired ticket is not displayed, you may need to log in with a different Customer Portal account.

The Grant or Revoke cPanel Support's Access section of the Grant cPanel Support Access interface.

This interface displays each ticket number and its status, as well as the following information:

Column	Description
Server	The server ID.
User	The login username.
SSH Info	The `sshd` IP address and port.
Granted	Support access status.

Allow access

To allow cPanel support access to your server, perform the following steps:

Locate the desired ticket number in the list.
Click Grant in the row that corresponds to the server to which you wish to grant access.

When you click Grant, the system will check if it is configured to allow the root user to log in over SSH. If SSH root login is disabled, the system will create a temporary user in the wheel group, and assign the SSH key to that user for cPanel Support's access.

This feature attempts to allow cPanel support's IP addresses through the server's firewall with iptables or the ConfigServer Security & Firewall API. This feature attempts to add cPanel support's IP addresses to the White List (Trusted IP List) table in WHM's cPHulk Brute Force Protection interface (Home >> Security Center >> cPHulk Brute Force Protection). For this feature to function, you must allow the following IP addresses to connect to your server:

SSH connection test

After you grant access for a ticket, you must test the SSH configuration and login details.

Version 60 Documentation > Grant cPanel Support Access > test_revoke.png

The Grant or Revoke cPanel Support's Access section of the Grant cPanel Support Access interface.

Click Test to verify that your server's configuration will allow support to connect.

SSH test statuses

This interface displays the following status information:

Status	Description
Success	All of the tests succeeded.
Timeout	The connection test timed out for your server.
Escalate	The configured user failed to escalate to `root` privileges on your server.
Auth	Authentication failed during connection to your server.
Unreachable	Your server is unreachable.
Refused	Your server refused the connection.
Protocol	A protocol-level error occurred on your server.
Environment	Your server responded unexpectedly.
Unknown	An unexpected error occurred.
Ticket System Timeout	The cPanel Ticket System failed to respond.

Revoke access

To remove cPanel support's access to your server, perform the following steps:

Locate the desired ticket number in the list.
Click Revoke in the row that corresponds to that ticket and account.

Revoke access and remove a closed support ticket

Always remove access after you close a support ticket.

To revoke cPanel support's access to your server and remove a closed support ticket from the list, perform the following steps:

Locate the desired ticket number in the list.
Click Revoke and Remove in the row that corresponds to that ticket.
A confirmation window will appear. Click OK.

You can view the SSH keys that the Grant cPanel Support Access interface creates in the Manage root's SSH Keys interface (Home >> Security Center >> Manage root's SSH Keys).
The transactional log for the Grant cPanel Support Access interface is in the /var/cpanel/logs/supportauth/audit.log file. This file only logs changes made by the Grant cPanel Support Access interface.