User Management

Owned by gagnier
Last updated: Jun 20, 2022
2 min read

This scenario identifies when a client has user management task that cannot be completed via self-service. Currently user management activities that require a request include:

  • External user enrollment keys

  • External user account resets

Scenario

<Client>

Client accesses the MyTC webportal [does not exist] and locates the “Submit Request” link.  Client clicks the link.  MS Form is launched that prompts the client with a number of questions regarding their request.  The client indicates the request is for user management to occur for a a particular service. [User management includes invitations for new accounts, and account resets] [generates a request].

<Client>

Receives confirmation of request via email that includes the DevOps ticket #

<Holly>

Receives email indicating a new request has been received that includes the DevOps ticket #

Holly clicks on the ticket # link within the email to open the DevOps Ticket.  Holly can see who created the request and the pertinent details. It is obvious from the request type that this is a request for user management for a service.

Holly moves the state of the request from “New” to “In Planning” and Holly creates a discussion comment and includes @client email and indicates – “we will act on this request and reach out as soon as we have completed”. Holly saves the request update.

<Client>

Receives an email that Holly and team will act on the request. (Includes a link to the request)

<Holly>

What does Holly do at this point?

Suggestion:  Holly posts in the myTC Account Teams channel that a new request has come in for user management and provides the Ticket # so someone (likely Remi) can take a look and indicate that this work can get completed quickly or maybe it will take some time.

<myTC Account Staff>

Monitors the myTC Account Teams channel. When a request comes in, perform a quick triage to determine what needs to be done and how long it will take.

Creates a new DevOPs task to perform user management tasks and assign it to <Remi>.

<Remi>

Completes the requests. Sends an email to the client (copy Holly) with the details of the User Accounts (added, removed, modified)

Mark the DevOPs task completed and add @Holly to the discussion thread so she is notified

<Holly>

Receives update that the task is completed

Close the intake request and add @client to the discussion thread and the message “your request has been completed”