How to Give cPanel Access to Support for Accessing Your Server: cPanel Support

Grant cPanel Support Access

Today we are going to discuss giving cPanel access using the “Grant cPanel Support Access ” interface in WHM and also how to grant cPanel Support access to access your server.

So let’s start with the brief introduction of this interface:

It is often important for the tech support team to access your server if you have created a ticket with cPanel Support. Thus, the “Grant cPanel Support Access” interface helps you to automatically provide support with SSH access to your server by using the server authentication details present in your ticket. Now for transferring the authentication details, your server must be connected to the “cPanel Customer Portal”.

Let’s see how to access the “Grant cPanel Access to support” interface in WHM:

Log in to the WHM >> Navigate to the “Support” category >> Click the option “Grant cPanel Support Access” >> Following interface will appear:

Let’s see how to log in to cPanel Customer Support Portal:

For logging in to cPanel Customer Portal, follow the below steps:

1. In this interface, there is “Log in to cPanel Customer Portal” option, click that option and a new interface will appear.

• In this interface you will need to enter the details like: your “Customer Portal email address” and “Password” in the respective text boxes.
• Then click “Sign In” option and it will take you to the “Grant cPanel Support Access” interface.

It is important to know that you can access the “cPanel Customer Portal” directly.

Grant or Revoke cPanel access to support:

This option displays the lists of your “Customer Portal” account’s “Open Support Tickets” as well as “Closed Support Tickets”. In case, if the “Grant or Revoke cPanel Support’s access” interface does not display the required ticket, then it may be needed for you to log in with different “Customer Portal” account.

The information that this interface displays is: Each ticket’s number, Status.

Let’s see how to grant cPanel access:

Perform the following steps:

1. Find out the required Ticket number in the list.
2. There is an option “Grant” present in the row which corresponds to the server to which you want to grant the access.

Important note:

• The system will check if the root user is allowed to log in over SSH when you click Grant option. If it find outs that the SSH root login is disabled then the system will create a temporary user through the Wheel group interface and then it will assign the SSH key to that created user for cPanel support’s access.
• Also the server will automatically whitelist cPanel Support’s IP addresses to the following services:

1. Iptables or firewall: – It is the default firewall on your server.
2. cPHulk: – It is the “Grant cPanel Support Access” feature. You can access this feature by following these steps: Log in to WHM >> Navigate to “Security Center” >> Click the “cPHulk Brute Force Protection” option.
3. /etc/hosts.allow file: – It is again a “Grant cPanel Support Access” feature. You can access this file using these steps: Log in to WHM >> Navigate to “Security Center” >> click “Host Access Control”
4. CSF: – It is any installed “ConfigServer Security and Firewall” software.

Note:

You can also view cPanel Support’s IP addresses:

SSH connections test: –

• It is required to take SSH configuration and login details test once you grant access to a ticket.
• Click the “Test” option to check that your server’s configuration will allow support to connect.

SSH test statuses

This interface displays the information about various statuses:

Let’s see how to Revoke cPanel access:

Perform the following steps if you want to remove the cPanel Support’s access to your server:

1. Find out the required ticket number in the list.
2. Then click “revoke” option in the row which corresponds to that particular ticket and account.

Revoke cPanel access and remove a closed Support ticket

Note:

• It is always important to remove the cPanel access after you close a Support ticket.

• For revoking the cPanel’s Support’s access to your server and also to remove a closed support ticket from the list, follow the below steps:
• Find out the required ticket number in the list.
• There is an option “Revoke and Remove” in the row which corresponds to that ticket, select that option
• A confirmation message will appear and click “Ok”.

Important notes:

1. If you want to view the SSH keys that the “Grant cPanel Support Access” interface creates in Grant cPanel Support Access interface then you must follow the below steps:

Log in to WHM >> Navigate to “Security Center” >> click “Manage root’s SSH keys”.

• /var/cpanel/logs/supportauth/audit.log file contains the transactional log for the “Grant cPanel Support Access” interface. In this log file, you will find only the logs changes from the Grant cPanel Support Access interface

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Amit Jadhav

Amit Jadhav is working in Hostripples since years he is a passionate engineer... He is working as a senior technical support engineer, as it's a responsible position because it's a lifeline to our customers... Moreover he is dealing in troubleshooting server problems and is always ready to assist our customers in technical issues... Hostripples is glad to have Amit Jadhav on the board...

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