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 :
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 :
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.
Once done, inform the user and Resolve the ticket.
Password Reset :
Password Resets are done directly in the system using the SU01 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.
