Direct Answer: How to Grant OnePlan Support Temporary Access Using Assist in OnePlan
To grant OnePlan support temporary access to your environment using Assist in OnePlan, navigate to ? → Assist, select Add User (+), enter the support agent's name and email, assign a Group, set an Expiration date, and select Save. The support agent can then sign in using Forms authentication without consuming a license from your organization's allocation.
Prerequisite: Your environment must have Multi-Authentication enabled with Forms included as an allowed authentication method. See Before You Begin below.
What This Article Covers: Assist
This article explains how to use the Assist feature in OnePlan to grant a OnePlan support agent temporary, controlled access to your environment when you need hands-on help.
What you will accomplish
By the end of this article, you will be able to grant a OnePlan support agent temporary access to your environment, understand the prerequisites, and remove access when support work is complete.
Who This Article Is For: Assist
This article is intended for OnePlan administrators who need to provide a OnePlan support agent with temporary access to investigate an issue, configure a setting, or provide guided assistance directly in your environment.
Why This Matters: Assist
Context: Faster, More Secure Support
When a OnePlan support agent needs to access your environment to troubleshoot or assist, the traditional approach requires creating an external account — adding administrative overhead and potentially consuming a license.
Assist removes that friction. It allows you to grant access directly and securely, without creating or managing external accounts and without counting against your organization's license allocation. Access is time-bound by an expiration date you set, so you remain in control of when it ends — or you can remove it manually at any time.
Key Benefits
- No license consumed — Support access does not count against your organization's license allocation
- Controlled and time-bound — You set an expiration date; access ends automatically or can be removed manually
- No external account management — Grant access without creating or managing external user accounts
Before You Begin: Assist
Before you can use Assist, your OnePlan environment must be configured to allow Forms authentication. This is required because the support agent signs in using a OnePlan account via Forms.
To verify and enable this setting:
- Navigate to Admin Settings → Users.
- Select the Authentication tab.
- Confirm Authentication Type is set to Multi-Authentication.
- Confirm Forms is included in the Allowed Authentications list.
If Forms is not listed, add it before proceeding. Contact your OnePlan administrator if you do not have access to Admin Settings.
Step-by-Step: Granting Temporary Access Using Assist in OnePlan
Task: Open Assist
- In the top-right corner of OnePlan, select the ? (Help) icon.
- Choose Assist from the menu.
The Admin Assistance panel opens.
Task: Add a Support User
- In the Admin Assistance panel, select Add User (+).
The Add Resource dialog opens.
- Complete the following fields:
- Name — Enter the name of the OnePlan support agent (provided by your support contact).
- Email — Enter the support agent's OnePlan email address (provided by your support contact).
- Group — Select the permission level to grant. Owner is typically required for support agents to access the settings and data needed to assist effectively.
- Expiration — Set the date when access should automatically end. Set this to match the expected duration of the support engagement.
- Select Save.
The support agent now appears in the Admin Assistance list with their Name, Group, Active status, and Expiration date. When Active shows Yes, the agent can sign in using Forms authentication.
Task: Update an Existing Support User
If you need to change a support user's access details after they have been added:
- Open ? → Assist.
- In the Admin Assistance panel, select the pencil (edit) icon next to the user.
The Edit Resource dialog opens. You can update the following fields:
- Group — Change the permission level assigned to the support agent.
- Expiration — Extend or shorten the access period.
- Inactive — Check this box to temporarily deactivate the user's access without deleting them. Their record remains in the list and can be reactivated by unchecking Inactive.
Note: Name and email cannot be changed after a user is added. If you need to correct these, delete the entry and add a new user.
- Make your changes and select Save.
Task: Remove Access When Support Work Is Complete
Once the support engagement is finished, you can remove access manually before the expiration date.
- Open ? → Assist.
- In the Admin Assistance panel, locate the support user.
- Select the trash can (delete) icon next to their entry.
Access is revoked immediately.
Note: If you do not remove access manually, it will expire automatically on the date you set when adding the user.
Frequently Asked Questions: Assist
Q: Does granting Assist access consume a license in OnePlan?
A: No. In OnePlan, access granted through Assist does not count against your organization's license allocation. This makes it safe to grant temporary access without affecting your subscription.
Q: What happens when the expiration date is reached in OnePlan Assist?
A: When the expiration date passes, the support agent's access is automatically removed. They will no longer be able to sign in to your OnePlan environment.
Q: Can I remove Assist access before the expiration date in OnePlan?
A: Yes. You can remove access at any time by opening ? → Assist and selecting the trash can icon next to the user in the Admin Assistance list. Access is revoked immediately.
Q: What does the Active column mean in the Admin Assistance list in OnePlan?
A: The Active column indicates whether the support user's access is currently active. Yes means the user can sign in; No means the access has either expired or been manually deactivated using the Inactive checkbox in the Edit Resource dialog.
Q: What Group should I assign to the OnePlan support agent in Assist?
A: In most cases, assign the Owner group. OnePlan support agents typically need Owner-level access to view and modify settings, investigate configuration issues, and provide effective assistance.
Q: Why does my environment need Multi-Authentication with Forms enabled to use Assist in OnePlan?
A: Assist works by allowing the support agent to sign in using a OnePlan account through Forms authentication. If Forms is not enabled as an allowed authentication method, the support agent cannot complete the sign-in process. Enabling Multi-Authentication with Forms allows your own users to continue signing in with their preferred method (such as Office 365) while also permitting the support agent to use Forms.
Q: Who provides the support agent's name and email for Assist in OnePlan?
A: The OnePlan support agent's name and email address are provided by the support team as part of your open support case. If you are unsure which agent to add, contact OnePlan support through the Support Portal. See Access the Support Portal and Your Tickets.
What to Do Next: Assist
Open a support request:
Learn about OnePlan support:
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