Support sessions

Support Sessions logs controlled remote-assistance episodes where a vendor or internal support agent is granted scoped access to investigate an issue. Each session records who, when, scope and purpose, keeping support access auditable and time-boxed. It protects member data while still allowing help when problems arise.

Workflow

Open MFI > Configuration > Tools > Support Sessions
Click New to open a support session and state its purpose
Set the scope and the agent granted access
Track the session while support works the issue
Close the session so access ends and the record is sealed

Fields reference

Every field on this screen, drawn from the live data model.

Field	Type	Required	Description
Reason `reason`	Long text	Yes	Why is the proxy session needed? Visible to compliance.
Website Messages `website_message_ids`	List	—	Website communication history
Support case `case_id`	Link → mfi.support.case	—	Optional link to the ticket motivating this session
Actions Log `actions_log`	Long text	—	Every iBANK URL visited during the session, one per line.
Txn Attempt Count `txn_attempt_count`	Number	—	Number of write/POST attempts blocked during the session.
Member `member_id`	Link → mfi.member	Yes	Member
Support Uid `support_uid`	Link → res.users	Yes	Support Uid
Token `token`	Text	Yes	Token
Has Message `has_message`	Yes/No	—	Has Message
Ratings `rating_ids`	List	—	Ratings
Name `name`	Text	—	Name
Started At `started_at`	Date & time	—	Started At
Expires At `expires_at`	Date & time	—	Expires At
Ended At `ended_at`	Date & time	—	Ended At
State `state`	Choice: Active, Ended by support, Auto-expired, Revoked	—	State

Actions & buttons

Buttons available on this screen and what they do:

End session
Revoke

Status lifecycle

Records on this screen move through these statuses:

Active → Ended by support → Auto-expired → Revoked

Notes & rules

Model mfi.support.session -- auditable support access
Key fields: agent, scope, purpose, start/end
Related: Audit Logs, SOC 2 Evidence
Used by IT and support staff

Technical model: mfi.support.session · Record: MFI Support impersonation session (read-only)