Objective and Scope

Table of Contents

The purpose of this User Deactivation Operation Procedure (OP) is to provide a step by step procedure for User deactivation in the CORE CRM application, in compliance with Solvay Security Policies.

 This procedure applies to:

  • CORE CRM Salesforce.com IS solution

  • All CORE CRM end Users and their GBU User Responsible

  • IT users: both Solvay internal employees working for IS and external IT subcontractors

Key Roles and Responsibilities

  • User direct manager →  Direct manager of the user, responsible to request the access request or Removal to CORE CRM.
  • GBU User Responsible → Person in the GBU in charge of centralizing and creating the IS request, can be the Data Steward, CRM Champions, listed in CORE CRM Key User List
  • IS CRM Build - Security team → Team in charge of maintaining the authorization concept for the CRM of the Solvay Group in All Environments.
  • IS CRM Adoption team → Team in charge of Critical Users/Access Daily Operations in PROD and UAT Environments.
  • IS CRM Support (CGI) → External Provider team in charge of Access Management Daily Operations in PROD and UAT Environments

Abbreviations

Definitions

CRM

Customer Relationship Management system

SBS

Solvay Business Services

IS

Information Services

GBU

Global Business Unit

Freshdesk

Ticketing system used for IS tickets management 

GUDsis

Global User Database Solvay information services

SISO

Solvay Information Security Organization


General Guidelines

This Operational Procedure follows the same Key principles as described in the SBS-P-DAPP-00x-yyy-CORE CRM User Access Management:  

  • Any request related to Users, has to be initiated by the User’s direct manager.

  • The User’s direct manager is in charge of reporting any kind of change related to the user that can have an impact on access rights: change of job, leaving, retirement.

  • All Requests should be record in IS Ticketing System, Freshdesk.

  • All situations not described in this document shall be treated as exceptions and individually evaluated with IS CRM Build - Security team.

Procedure

1

Log in the  Global CRM

2

Validate whether the User to be deactivated is:

  • a GBU User Responsible; and/or

  • a Key User (critical for any system customization, such as Custom Settings, Approval Process, Workflow Rules, Assignment Rules and others)

2a 

 

 

 

If yes:

1.Search for the User using his/her name or email

2.Click on the user’s name 
3.On the User’s profile page, click on the icon and then on ‘User Detail’ 
4.Check the box 'Is Frozen' and then click 'Save' on the user's record.

 

5.Identify a GBU User Responsible for the same GBU of the User frozen and contact him/her via Freshdesk using the Communication Template #1 - User Replacement Information Request

 
6.Once a replacement is informed, proceed with Urgent Change Requirement in PMO referring that key user was requested to be deactivated and what will be his replacement. 
7.Once Urgent Change Request is finalized, proceed to step #3 
2bIf not, proceed to step #3. 
3Search for the User using his/her name or email
Click on the user’s name
On the User’s profile page, click on the icon and then on ‘User Detail’

4Click on button ‘Edit’

5Uncheck the box ‘Active’

6

Read the pop-up notice

 Click on button ‘OK’

7

Add “-INACTIVE” to the Users’ Last Name and
Add “.INACTIVE” to the Users’s Username and Nickname.


8Choose a Deactivation Reason according to the situation reported

9Click on the button 'Save'
10aIf the following page is displayed, proceed with step #2a.

10bIf the following page is displayed, uncheck all the boxes and click on button ‘Save’

11

The next step is to remove the user from the installed packages.

Go to Setup » Build » Installed Packages.


12Click on the Package “iTools Configuration Manager”.

13Click on the button “Manage Licenses”.

14

Find the previously deactivated user (refer to step 3).
Click on “Remove” in front of his/her name.


Obs: It you have several users to deactivate, you may click on the button “Remove Multiple Users”.


If asked to confirm the removal click "Ok".


15Go back to Setup » Build » Installed Packages and click on the installed Package “iTools Customizable Account Hierarchy”


16

Click on the button “Manage Licenses”.

17

Find the previously deactivated user (refer to step 3).
Click on “Remove” in front of his/her name.


Obs: It you have several users to deactivate, you may click on the button “Remove Multiple Users”.

If asked to confirm the removal click "Ok".

Annex

Communication templates

#1 - User Replacement Information Request

Dear [Name of GBU User Responsible],


We have been requested to deactivate [Name of User to be deactivated]’s access to the CORE CRM. However, his/her user is critical for some system customizations/functionalities.


In order for us to proceed and ensure the appropriate actions are taken to guarantee correct system function, could you please indicate his/her replacement?  


Thank you in advance,

CORE CRM Support Team