Data Collection – MVISION account issues

Technical Articles ID: KB93729
Last Modified: 9/19/2023

Environment

Advanced Threat Defense
ePolicy Orchestrator (ePO) Cloud
MVISION Cloud CASB Connect

MVISION Cloud for IaaS

MVISION Cloud Sanction IT

MVISION Cloud Shadow IT

MVISION Endpoint Detection and Response

MVISION ePO

Trellix Insights

MVISION Mobile
Web Gateway Cloud Service

Summary

This article outlines what data to collect to address version account issues with the MVISION product line.

Terms:
The following list provides definitions for some of the common terms used in this article:

Account Owner—An email address for a tenant that's an administrator on the tenant. A tenant in MVISION can have many administrators, but only one account owner. Also, an email address can be the account owner for only one tenant.
Tenant—An individual customer or account in a cloud computing solution.
Tenant ID—A global unique identifier for a specific tenant in the MVISION environment.
Tenant Name—The company name associated with a tenant. The tenant name and company name might be used interchangeably.

Contents
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Change Account Owner for a Tenant

This section outlines the data that you must collect to change the account owner for a tenant.

NOTE: You might not need to change the account owner. Instead, you can add another email address as an authorized user on the tenant. To do so, follow the instructions presented in the section "How to Add a User to an MVISION Account" below.

WARNING: The original account owner loses access to the tenant, when the account owner email is changed. If needed, you can reinvite the previous owner to the tenant.

If you still want to change the account owner for a tenant, collect the following data and open a Service Request (SR) with Technical Support:

FROM email address—The current account owner email address on a tenant.
TO email address—The proposed new account owner email address on a tenant.
Alternate email—If the TO email address is already in use, you need to change it to something arbitrarily different to complete the change. Provide an alternate email address to change the TO email address.
Tenant ID—The identifier for the tenant that you want to change the account owner on. For steps on how to look up this identifier, see the section "How to Add a User to an MVISION Account" below. If you can't access the account in question, Technical Support can look up the tenant ID using any of the following: grant number, order number, or account number associated with the tenant.
Reason for this change—The reason why the account owner email needs to be changed. For example, if the previous owner is no longer with the company. This is primarily so that we understand why the request is being made to make sure that we're taking the correct action to address the request.

License Transfer - Tenant

If you need to move licenses from one tenant to another, this section outlines the data support that you need to complete the request.

Example:

You set up a trial and did a significant amount of work.
When you purchased the licenses, the licenses were created under a new tenant.
In this situation, you might request that Technical Support transfer the licenses from the licensed tenant to the trial.

Some license transfer limitations to consider:

Licenses can only be transferred between tenants in the same data center or region.
Licenses associated with a grant number can only be transferred as a whole; they can't be split.
Data such as managed systems or policies aren't moved; only the licenses are moved.
If you transfer all licenses from a tenant, you lose access to that tenant.

If you want to continue with the license transfer after you review the limitations above, you need the following data to complete the transfer:

Grant Number—The grant number that has the licenses you want to transfer.
Source Account Owner Email—If you don't know the primary contact email, you can also provide the tenant ID. Technical Support can use the tenant ID to look up the email for you. To find the tenant ID, follow the instructions in the section "How to Add a User to an MVISION Account" below.
Destination Account Owner Email—This email address must be the same as the source account owner email, which is for the tenant you're transferring the licenses to.

Change Tenant Name (Company Name)

This section outlines the data that you must collect to change the company name associated with a tenant. When you sign into the MVISION Sign In page, the tenant name is displayed under the username. If the user account is associated with more than one tenant, you see a drop-down list to change between tenants.

Here's the data that you need to complete the name change:

TenantID—The identifier for the tenant that you want to change the company name for. For steps on how to look up this identifier, see the section "How to Add a User to an MVISION Account" below. If you can't access the account in question, Technical Support can look up the tenant ID using the grant number, order number, or account number associated with the tenant.
Existing Tenant Name—The current name for the tenant.
New Tenant Name—The name you want to change the tenant to.
Reason for this change—The reason for the request. Examples: Company Name is wrong or Company Name has changed.

Other issues not listed

If the issue you need assistance with relates to an MVISION Account that isn't listed, you need the following information:

The username for the account experiencing the problem
The tenantID, if you can determine the ID
A detailed description of the problem

How to Determine the Tenant ID for a User

To determine the tenant ID for an MVISION user, you need to log on to MVISION with that user:

Sign into the MVISION Sign In page.
Make sure that you have the correct company name selected after you authenticate. The user might be associated with more than one company name. After you authenticate, the company name is displayed under the username. At this point, you can select a different company name from the drop-down list, if multiple company names are associated with the user.
Click the username and select User Profile from the drop-down list. The Tenant ID is visible on this page with the company name and other information about the user.

How to Add a User to an MVISION Account

You can add a user to an MVISION account by following the steps below:

Sign into the MVISION Sign In page using an existing administrator account on the tenant.
Click the username you authenticated with and select Manage Users.
Click Invite User and fill out the name and email address for the user that you would like to add.
Click Invite.

NOTE: An email is only sent to the user you added if that user isn't already an authorized user in the MVISION system. If they've already been activated on another tenant, they don't receive an activation email.
Select the user you added in steps 3 and 4 from the users list. Then, select each role that you want them to have. If you select all roles, it effectively makes them an administrator.
Click Save changes.

How to manage account lockouts or blocks

If your account has been locked out or blocked, use the methods provided below to remediate:

Wait for 15 minutes without any logon attempts.
To access the Reset Password or Resend Activation Email actions, click the link Need help signing in?

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