REQUESTING SUPPORT FROM IRESS- iAssist Remote Support

iAssist is a secure method of permissioned access you can provide to your XPLAN site which allows IRESS to diagnose issues you are experiencing. 

iAssist allows IRESS to provide faster support on your own site with no interruption to the user’s session by providing temporarily access to your site in place of an existing user, the Support team will be able to see exactly what you see. By using this function, it greatly enhances investigating issues that are difficult to replicate and offers rapid insight as to what a user is experiencing without the delays and overheads of organising dedicated accounts for site access.

• iAssist does not require account usernames and passwords to be communicated. 
• An iAssist token is generated for each support request.
• Tokens expire after a selectable period.
• All access via IRESS support is logged in the Audit Trail.

Site Administrators - To enable iAssist on your Xplan Site

iAssist can be enabled/disable for your site.

1. Click [XPLAN], then choose Administration Functions > System Settings.
2. In the navigation menu, select Client Focus > Client Functions. 
3. Set Activate iAssist support login to Yes to enable iAssist.

How to use iAssist

1. While logged into XPLAN, a user generates an iAssist token.
2. The token is given to Wealth Management Support by telephone or in a support ticket.
3. The IRESS support person uses the iAssist token to access the XPLAN site as the user.

To generate an iAssist token

2.    Set Token Expiry to how long you want the token to allow for access (24hrs or 7 days)

3.    Click Generate. A new token is created.

4.    Then Copy the IRE******* token into your support request