Effective as of Release 2019.1, administrators must give Adaptive Insights support access to your instance. Log in to Adaptive Insights and go to Administration > General Setup. Select:
You must select this option for Adaptive Insights support to log into your instance and troubleshoot your issues.
For security purposes, support continues to require permission on each case. Administrators can authorize permission through our support portal. Log in to Adaptive Insights and go to Support > Submit a Request. Look for this option and select Authorize:
If submitting a ticket by email, include this statement in the request:
I authorize Adaptive Insights support personnel to access my instance and data to perform the support services that I am requesting.
See General Setup for more on administration setup.