How to grant HMS Support a temporary access to your Talk2m account ?

This KB article explains the recommended procedure for granting temporary access to HMS Support when requested.

APPLICABLE PRODUCTS

Ecatcher
Ewon Flexy, Cosy+

IN THIS ARTICLE

Access to the Talk2m Account 

When the HMS Support team asks for temporary access to your Talk2m account, follow these steps:

1. Open Ecatcher and sign in using your administrator credentials.
2. For Talk2M Pro users:
   Create a dedicated Ewon pool and user group that provides only the minimum required access rights. (More information available at the end of the article.)
3. Go to the Users section and add a new user.
4. Enter the HMS employee’s email address as both the username and email.
   Ensure the address belongs to the @hms.se or @hms-networks.com domain.
   Click "Next >"
   
    
5. Choose "Send invitation".
   Do not set a password manually or send one via ticket/email.
6. (Optional but recommended)
   Select Code by email as the login approval method.
   This ensures the HMS employee must have access to their HMS mailbox, confirming they are still an active HMS Networks employee each time they connect.
   Click Next >.
   
    
7. Add any relevant information in your custom fields, then click Next >
8. Assign the user to the appropriate user group with the required access.
   Only grant access to the specific Ewon devices that need investigation.
   •     For Talk2m Free accounts, select the User role.
9. Return to the Users List, select the newly created HMS user, click Set User Expiration Date, and set the expiration to 2 days.
   

Access to the Ewon Device

Some troubleshooting sessions require access to the Ewon device’s configuration page.
If an HMS Support engineer requests this access, you may need to share the device password.
However, the recommended approach is not to send the password directly through the support ticket, in order to avoid having the password stored in our ticket history, backups, or other long‑term archives.
Instead, use a secure one‑time secret–sharing service such as:
•     https://onetimesecret.com
•     https://eu.pwpush.com
These services ensure the password can only be viewed once and is not stored in the ticket history.

If a password is ever shared through email or the ticketing system during the troubleshooting process, it is strongly recommended to change the password immediately after the session is completed.

ADDITIONAL INFO

Creating a Minimal-Access Pool and Group.

1. click "Pools" and add new pool
   
    
2. Add only the Ewon devices requiring troubleshooting.
   
3. Click "Groups" and add a new group.
   
   
    
4. Do not assign any roles to this group. Click "Next >".
   
    
5. Do not add any roles on group.  Click "Next >"
   
    
6. Select the Ewon Pool you created and enable the following actions : 
   1. Connect to Ewon using Ecatcher

   2. Connect to Ewons using M2web.  

      Click "Create"