Manage users in Cortex Gateway

Manage Cortex Gateway users for Cortex XSOAR 8 SaaS.

In Cortex Gateway, on the Permissions page (Cortex Gateway → Permission Management), you can manage users that have been added to your Customer Support Portal account or view users that have been created in the tenant using SSO (you cannot edit SSO users in Cortex Gateway). All users must have at least one role or belong to at least one user group to be saved in the Cortex Gateway.

Note

To remove users added to your CSP account, you must do so in the CSP, not in Cortex Gateway.

The Permission page is split into the following:

• Users tab: View user information according to your Customer Support Portal account, including groups, roles, user types, and tenants assigned. When right-clicking a user, you can perform actions such as editing roles, deactivating users, and removing or adding roles.
• Tenants tab: View tenants according to the Cortex product and manage users who have access to each tenant.

Add/update user roles

Update a user's role if the user was added to the CSP. You can add the following roles:

• Pre-defined roles: Instance Administrator and Account Admin.
• Custom roles: Includes out-of-the-box roles and roles created in Cortex Gateway or the tenant.

You can add/update roles by either selecting the users in the Users tab or by tenants in the Tenants tab.

Note

• To update the permissions associated with each role, you need to change them in the tenant or the Roles tab in Cortex Gateway.
• If users have been created in the CSP, but you want them to access the tenant through SSO only, you should not assign a direct role. If you assign a direct role, users can access the tenant through both the CSP and SSO.
• If no role is assigned either directly or through a user group, users cannot view or edit in the Cortex tenant, the user is revoked in the Cortex Gateway, and their user information is no longer saved.

Update user roles according to each user.

You can update user roles for one or multiple users.

1. From the Permissions page, in the Users tab, do one of the following:

   • If editing one user, right-click the user's name and select Update Permissions or Add Permissions (if no role).
   • If editing multiple users, select multiple users, and in the right-hand corner, outside the table, click the edit button.
2. In the Update user role window, if you want the user to have superuser permission across all tenants, select Apply the Account Admin role.

   We do not recommend creating additional Account Admins, as the user has full access to all tenants across all Cortex products. Account Admin is a special role, automatically assigned to the Customer Support Portal Super User.
3. If you have multiple Cortex products, select the product for which you want to change permissions.
4. In the AVAILABLE TENANTS field, select the tenant where you want to add the user's role.
5. In the Role field, select one of the following:

   • Predefined role
   • Custom role
6. Save the user role.

To make users visible in the Users list in the Cortex tenant, an admin needs to assign them the Cortex User role on the Edit User screen in the Manage User Console of Customer Support Portal (CSP).

Update user roles according to each tenant.

You can update user roles according to each Cortex tenant or multiple tenants.

If you are updating multiple tenants at one time, you can only add predefined roles or roles created in Cortex Gateway (not custom roles created in the tenant).

1. In the Permissions page, select the Tenants tab.
2. If updating a single tenant, right-click the tenant and select Update Permissions.
3. If updating multiple tenants, select the multiple tenants, and in the right-hand corner, outside the table, click the edit button.
4. Select the role you want to add.

   If selecting multiple tenants, you can only add predefined and custom roles created in Cortex Gateway. If you want to add custom roles created in a tenant, you need to select only one tenant.
5. Select the users.
6. Save the role.

Remove permissions

If a user has a role in the tenant, you can remove their user permission to access the tenant. If no direct or user group role has been assigned, the user role displays No Role, and has no permission to view or edit the Cortex tenant.

1. From the Permissions page, in the Users tab, right-click the user's name and select Remote Permissions.
2. Do one of the following:

   • Remove permissions for all tenants by clicking Select All Tenants.
   • To remove permissions for specific tenants, click the name field to select the tenants you want the user to be deactivated from.
3. Click Remove.

Deactivate users

Deactivate users for all or one or more tenants if they no longer need access, but may need it again at a later date. All user information is maintained for deactivated users. Users should be permanently removed if they no longer have access to the system through the CSP. The deactivated user appears grayed out. To reactivate, follow the same steps in this procedure.

Note

You cannot deactivate a user who has an Account Admin role or who is not assigned access to a tenant. If you want to deactivate an Account Admin user role, right-click the user and select Remove User Permissions. You can then deactivate the user.

If the user is assigned to incidents or tasks or is the owner of a dashboard, these assignments do not automatically change when the user is removed or deactivated. We recommend changing incident and task assignments manually before removing or deactivating users.

Any reports the user has created remain available. Reports are not owned by specific users and can be edited or deleted by other users.

In the Cortex XSOAR tenant, before you deactivate a user:

• Reassign open incidents to another user.

  Go to the Incidents page and search for -status:closed owner:user_name to find any incidents the user is assigned and reassign.
• Reassign tasks to another user.

  Go to the Incidents page and search for -status:closed investigation.users:user_name and reassign.

  When a user is assigned a task in an incident, the user is added to the incident. This search finds all incidents where the user is a participant.

How to deactivate users

1. From the Permissions page, in the Users tab, right-click the user's name and select Deactivate User.
2. Click Select All Tenants.
3. To select specific tenants, click the name field to select the tenants you want the user to be deactivated from.
4. Click Deactivate.

Hide users

Hides users from the user list in Cortex Gateway. This is useful when you have users who are not related to the Cortex tenant and will not be designated with a role, such as CSP Super Users, and you want to hide them from the list. When a user is designated as hidden, the user is no longer displayed when the table is configured to Show User Subset (default configuration).

You cannot view the user or search for the user when hidden. To show hidden users, deselect Show User Subset. To remove the hidden user tag, right-click the user and select unhide the user.

Note

Ordinarily, users without an assigned role or user group are not saved in the Cortex Gateway. However, there is an exception for users who did not have an assigned role or user group and who were hidden before the Cortex XSOAR 8.11 July 2025 release. These users remain saved in the Cortex Gateway and are not revoked.