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Identity Manager 8.1.4 - IT Shop Administration Guide

Setting up an IT Shop solution
One Identity Manager users in the IT Shop Implementing the IT Shop Requestable products Preparing products for requesting Assigning and removing products Preparing the IT Shop for multi-factor authentication Assignment requests and delegating Creating IT Shop requests from existing user accounts, assignments, and role memberships Adding Active Directory and SharePoint groups to the IT Shop automatically Adding Privileged Account Management user groups to the IT Shop automatically
Approval processes for IT Shop requests
Approval policies for requests Approval workflows for requests Determining the effective approval policies Selecting responsible approvers Request risk analysis Testing requests for rule compliance Approving requests from an approver Automatically approving requests Approval by peer group analysis Gathering further information about a request Appointing other approvers Escalating an approval step Approvers cannot be established Automatic approval on timeout Cancel request on timeout Approval by the chief approval team Approving requests with terms of use Using default approval processes
Request sequence Managing an IT Shop
IT Shop base data Setting up IT Shop structures Setting up a customer node Deleting IT Shop structures Templates for automatically filling the IT Shop Custom mail templates for notifications Request templates
Resolving errors in the IT Shop Configuration parameters for the IT Shop Request statuses Examples of request results

Deleting request templates

To delete a request template

  1. In the Manager, select the IT Shop | Request templates category.

  2. Select a request template in the result list.

  3. Click in the result list.

NOTE: Every owner can delete his own request templates in the Web Portal. One Identity Manager users with the Request & Fulfillment | IT Shop | Administrators application role can delete the request templates of all owners.

Resolving errors in the IT Shop

Timeout on saving requests

If new requests are saved in bulk in the database a timeout may occur, after importing data, for example.

Probable reason

By default, the approvers responsible are determined during saving. This delays the saving process. No more actions can take place in One Identity Manager until all requests are saved and, therefore, all approvers have been found. Depending on the system configuration, this may cause a timeout to occur when large amounts of data are being processed.

Solution

  • In the Designer, disable the QER | ITShop | DecisionOnInsert configuration parameter.

Effect

  • The requests are saved and a calculation task for determining approvers is queued in the DBQueue. Approvers responsible are determined outside the save process.

  • If the requester is also the approver, the approval step is not automatically granted approval. Approvers must explicitly approve their own requests. For more information, see Automatically approving requests.

  • Automatic approval decisions are also met if necessary, but are delayed. This affects requests with self-service, for example.

Bulk delegation errors

You have the option to delegate all your responsibilities to one person in the Web Portal. If you have a lot of responsibilities, it is possible that not all the delegations are carried out. A delegator can send a notification to themselves if an error occurs.

Probable reason

An error occurred processing delegations. VI_ITShop_Person Mass Delegate was aborted, although only a portion of the delegations has been applied.

Solution

  1. Configure the notification procedure.

  2. Run all remaining delegations again in the Web Portal.

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