Problem to grant access by WHM

[samuelmf]

Hi, when i try to grant cpanel support by whm, when i click the button GRANT it shows me an error
Error: Ticket ID “xxxxxxx” and Server “1” specify an unsupported root escalation method, using_su, for user “xxxxxx”

How can i solve this?

Thanks

 

[cPanelMichael]

Hello

Internal case CPANEL-5147 is open to address an issue where wheel user keys are not properly installed for support access, leading the error message you referenced. Please let us know if the following command allows you to grant access to our support department:

AUTHUSER=#wheelusername TICKET=#TicketNumber SERVERNUM=1 /scripts/autorepair authorize

Thank you.

 

[cPanelMichael]

Hello,

To follow up, the issue is now resolved. Wheel user keys are now properly installed when granting access to our support team.

Thank you.

 

[CloudSecuritySol]

can you provide command for deauthorizing ?

 

[cPRex]

@CloudSecuritySol - I don't have a command that would unauthorized the access, but that work can be performed in the support access interface where you review the ticket. There is a revoke access tool when you're logged in and viewing the ticket that you can use, and that would remove the ability for us to access the machine.

 

[cPRex]

I did some additional homework on this, and it looks like "/scripts/autorepair reauthorize" does work properly to remove our access, at least on a test ticket I used.