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Reenabling Expedited Support

Describes how to grant Cloudera Support temporary read-only access to your environment's workload diagnostic information that is collected by Telemetry Publisher for Cloudera Observability.

By default, the Expedited Support feature is enabled. Learn how to re-enable read-only access to your workload diagnostic information by Cloudera Support when troubleshooting help is required after disabling.

Expedited Support grants read-only troubleshooting access to your Cloudera Support team. It provides access to the same details and information that was sent by Telemetry Publisher to Cloudera Observability. Expedited Support enables the Cloudera Support team member who is assisting you with a support case the ability to review any workload related issues without requiring you to collect and send the workload details with a support case. This results in a direct and accelerated troubleshooting experience.

These steps assume that you have been assigned the Cluster Admin access role (ObservabilityClusterAdmin) by your administrator.

  1. Verify that you are logged in to the Cloudera Observability web UI.
    1. In a supported browser, log into the Cloudera Data Platform (CDP).
      The CDP Public Cloud web interface landing page opens.
    2. From the Your Enterprise Data Cloud landing page, select the Observability tile.
      The Cloudera Observability landing page opens.
  2. From the Cloudera Observability Environments page, locate the environment whose diagnostic data requires troubleshooting help from Cloudera Support
  3. From the environment's Actions list (ellipsis icon), select Enable Expedited Support.

    The Enable Expedited Support confirmation message opens.

  4. Optional: In the Additional Note field, enter a comment that uniquely describes why access is granted. For example, enter the Cloudera Support ticket number with a brief description of the problem.
  5. Click Enable.

    A Cloudera Observability Expedited Support Enabled notification email is sent to the user who initiated the Expedited Support action. The email confirms the access condition, lists the cluster affected by the action, and provides a date and time for when the action was initiated.