This article outlines on how to handle a User Modification requests from the users.
Information
PF1 is the Production Environment and the SF1 is the Pre Production Environment.
Identifying the Tickets :
When the users asks for the addition or removal of roles in the ticket in PI1 or SI1 system, then it can be identified as a User Modification request. Alternatively, when the user exists in the system and the additional access has to be given to the user, then it is considered as a User Modification request. These tickets may have the accompanying information like the Name of the User / ID, Reference User Name / ID, Systems, etc. Below is an example of how the ticket may look like.
Information
If a user asks to add the role (or in case of a User Creation) in the PI1 system then the same roles has to added in the SI1 system too. But the vice-versa should not be done, i.e. if the user needs access in the SI1 system then the same has to provided only in the SI1 system. Also, only the roles with a Direct Assignment are to be added to the user.
Approvals :
Important
Special Cases : Tickets from Anina Barneva, Larissa Duavl, Etienne Lobet and Brigitte Schepens are approved by default. No need for further approvals for these tickets.
Before proceeding with these kind of tickets, we need to always check the approvals. The approvals for the PI1 and SI1 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. Also, we need to ask for a Reference User ID for the new user creations or the list of the roles which have to be added.
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 :