This article outlines on how to handle requests for User Unlock, Validity Extension and Password Reset from the users.
Identifying the Tickets :
These tickets will be clearly identified by the user requirement where the user will state if the need is for Unlock or Validity Extension or Password Reset. Few of the examples are as below :
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These kind of tickets must be handled like a system specific requests only unlike the user creations and modifications. eg. If the user asks for the User Unlock in the PF1 system, then the user must be unlocked only in the PF1 system and not in the SF1 system. |
Approvals :
There are no formal approvals needed for the password resets. But for the validity extensions and unlocking the user, we need the approvals from the user's manager. We can go ahead to perform the action when the user asks the same. The approvals for the PF1 and SF1 system are managed by the L0 Teams depending on the region. If there are approvals are missing in the ticket then the ticket has to be transferred to the respective L0 Team (Bangkok, Lisbon or Curitiba) asking them to get the approvals.
The request is approved if an agent from the L0 Team mentions that the it is approved or if the one requesting the access is the User's Manager. An example can be seen below :
We can either find approval in ticket or we can request for manager approval to proceed further.
Providing the Access :
User Unlock and Validity Extension :
The user unlock and validity extension has to be done through the IDM through the Logon Data Tab. The user may not only be locked but also the validity might be expired for the user account. Hence, both of these must be checked before reverting back to the user. If the same does not reflect in the system, then you can directly unlock the user and extended validity in the system, although this would not be a good practice.
Reactivate User system Specific or Reactivate User All systems or Remove Leaver Flag.
1) Reactivate User System Specific : Once you select this tab it will show list of systems which are locked, you have to select systems to be reactivated and push to other side as per below screenshot, give ticket number as reason then save it. Please let know user that they have login in seven days or else they will be locked again.
2) Either Reactivate User All systems or Remover flag Same as first point, but here we cannot select specific system, here once you execute that tabs there we need to give the ticket number and need to uncheck the checkbox which you can see in that tab.
Once done, inform the user and Resolve the ticket.
Password Reset And Unlocking :
Password Resets and User Unlock are done directly in the system using the SU01 ZCA_USER_PARAM transaction and the below highlighted button. The password must contain 1 Uppercase letter, 1 Lowercase letter and a number. Once done, it is always a good idea to check by logging in using the User Id and the password you have reset and hit close when asked to set the productive password to confirm that the new password works.
We have now finished the requests for the User Unlock and Password Reset for the user in the PF1 and SF1 system.