Sometimes Celigo Support needs to sign in to one of the applications in your integration—NetSuite, Shopify, Salesforce, Amazon Seller Central, and so on—to reproduce or fix a problem. When that happens, you share the application credentials through a LastPass folder that Celigo shares with you, never in a ticket, an email, or a call. This article explains when Support asks for credentials, what to put in the shared folder, and how to remove the credentials when the work is done. For how to use LastPass itself, see LastPass support.
Before you share credentials
- Prefer Support access. For anything inside integrator.io, Allow Celigo Support to temporarily access your account instead—Support signs in with Celigo's own single sign-on, and nothing of yours is shared. Share application credentials only when a support representative asks for them on your ticket.
- Use LastPass only. Celigo Support won't accept credentials sent in a ticket, by email, or over the phone. If you've already sent credentials that way, change those passwords now.
- Don't share your Google sign-in. If you sign in to integrator.io with Google, don't share that Google profile; use Support access instead. See Manage password and sign-in options.
- Where possible, create a dedicated user for Celigo in the application (for example, a NetSuite role limited to the records the integration touches), so you can disable it afterward without changing anyone else's password.
Get the shared folder
- Give the support representative the email address of your LastPass account in the ticket. If you don't have a LastPass account, create a free one first.
- Celigo shares a folder with you, named for your company. LastPass emails you when it's shared, and the folder appears in your vault. Only the Celigo staff working your tickets can open it.
If you work in the LastPass web vault rather than the browser extension, LastPass may ask you to generate sharing keys the first time; this is a one-time LastPass step.
Add credentials to the shared folder
In most cases Celigo has already added an entry for each application it needs; enter the username and password in that entry. If an application is missing, add a new password entry to the shared folder with:
- The application's sign-in URL (for integrator.io,
https://integrator.io/signinor your regional sign-in URL). - A name that identifies the account and integration, for example
NetSuite – production – Order to Cash. - The username and password.
- In Notes, anything else Support needs to sign in: security questions and answers, an API key or token, or how multifactor authentication is handled for that user.
Then tell the support representative in the ticket that the credentials are in the folder. Celigo staff can use every entry in the shared folder.
Remove credentials when the work is done
When your ticket is resolved, delete the entries from the shared folder and empty LastPass's deleted items so they can't be restored, or change the passwords in the application. If you created a dedicated user for Celigo, disable it.
Troubleshooting
Symptom — Support reports that a credential you updated in the shared folder is still the old one, or an entry you added isn't visible to them.
Cause — Your LastPass extension is showing a cached copy of the vault and hasn't synced the shared folder.
Resolution — In LastPass, refresh your vault (or clear the extension's local data and sign in again), then check the entry in the shared folder. See LastPass support for the steps in your version.