Question & Answer
Question
When should we send in requests to add users? Edit users in Workflow? Or remove users from the system or from Workflow? What info does Support need to add/edit/remove users?
Cause
We often receive requests with incomplete information to setup or remove a user. We also receive requests during PU times, or after the user has already received many items in their workflow and the users have pending items we can not approve. This causes us to not be able to remove the users per the request.
Answer
For the best results with your users we have some best practices to share. Not all requests will follow these tips. When possible these best practices will help you keep your users in optimal order.
When you know a user is leaving the company/Retiring/or otherwise stepping away from a position that will require their access be removed/adjusted - Submit a case to support. If you know the date in advance and provide that to us, we can schedule the date/time for removal.
When you know a user is leaving the company/Retiring/or otherwise stepping away from a position that will require their access be removed/adjusted - Submit a case to support. If you know the date in advance and provide that to us, we can schedule the date/time for removal.
When requesting adjustments to user access, please do so at least a few days before the Periodic Update. If you submit a request while your PU is running, just know that it will have to be completed AFTER the PU has finished.
When submitting new user requests, some clients will have a comprehensive form that must be provided with the Support Case. If you do not have a form, there are a few things to make sure you include in the request:
- First and Last Name
- Email address
- What plants the user needs access to
- What level of permissions (Read Only or Read/Write)
- What User role should be assigned (If you do not know, feel free to ask for details. Support can fill you in)
- If you would like a user to mirror another active user, provide the other user's name/email address (Please note that once a user is deactivated, the previous permissions are removed from the account and we are unable to mirror user's on their permissions)
- If the user needs access to workflow, provide the specific workflow details.
If you are requesting a user be removed from Workflow, please let us know prior to their leaving their position, if possible. If a user has items awaiting their approval, we are unable to deactive the user. We either have to wait for the PU to complete and clear the item, or wait for another user to approve/deny (If you have other users with the same access)
Unless otherwise advised, we will provide the same permissions to both the Production environment and the Sandbox environment. In most cases, this is ideal. Some exceptions may apply depending on your specific needs.
If you have any questions, Support is happy to answer them for you.
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Product Synonym
New Users, Remove user, User requests, Best Practices
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Document Information
Modified date:
23 March 2021
UID
ibm16420365