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Identity Manager 9.1.1 - IT Shop Administration Guide

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Setting up an IT Shop solution

One Identity Manager users in the IT Shop Implementing the IT Shop Using the IT Shop with the Application Governance Module Requestable products

Multi-request resources

Preparing products for requesting

Entering service items

General main data for service items Pricing for service items Extended main data for service items Default service items Specifying dependencies between products Editing product dependencies for requests Defining hierarchy for service items Assigning hierarchical roles to service items

Assigning organizations to service items Assigning business roles to service items

Assigning functional areas to service items Assigning extended properties to service items Displaying websites for service items Changing products for service items Adding tags and assigning them to service items Assigning object-dependent references to service items Displaying the service item overview Reports about service items

Overview of all assignments

Entering service categories

Main data for service categories Default service categories Assigning service items to service categories Assigning object-dependent references to a service category Displaying the service category overview

Entering product-specific request properties

Request property and request parameter settings Copy request properties Displaying the request properties overview

Products for requests with time restrictions Product request on customer or product relocation Non-requestable products Entering terms of use

Assigning service items to terms of use Displaying the terms of use overview

Assigning service items to tags Displaying the tags overview

Assigning and removing products

Assigning products to shelves Removing products from shelves Moving products to another shelf Replacing products

Preparing the IT Shop for multi-factor authentication Assignment requests

Standard products for assignment requests Requesting memberships in business roles Requesting memberships in application roles Customizing assignment requests Canceling requests Removing customers from a shop Setting up assignment resources

General main data for assignment resources Default assignment resources Displaying assignment resource overviews Adding assignment resources to the IT Shop Removing assignment resources from the IT Shop

Standard products for delegation Preparing single delegations Allowing delegation approvals

Creating IT Shop requests from existing user accounts, assignments, and role memberships

Creating requests for employees Creating user account requests Creating workdesk requests Creating assignment requests

Adding system entitlements automatically to the IT Shop Deleting unused application roles for product owners

Approval processes for IT Shop requests

Approval policies for requests

General main data of approval policies Default approval policies Additional tasks for approval policies

The approval policy overview Adding to the IT Shop Validity checking Editing approval workflows

Approval workflows for requests

Working with the workflow editor Setting up approval workflows

Editing approval levels Editing approval steps Properties of an approval step Connecting approval levels

Additional tasks for approval workflows

The approval workflow overview Copying approval workflows

Deleting approval workflows Default approval workflows

Determining effective approval policies

Approvers for renewals Approvers for unsubscriptions

Selecting responsible approvers

Default approval procedures

Self-service Using IT Shop structures to find approvers Using request recipients to find approvers Using specific roles to find approvers Using requested products to find approvers Using approval roles to find approvers Using cost centers to find approvers Using departments to find approvers Using requested roles to find approvers Waiting for further approval Calculated approval Approvals to be made externally Finding requesters

Setting up approval procedures

General main data of an approval procedure Queries for approver selection

Copying an approval procedure Deleting approval procedures Determining the responsible approvers

Request risk analysis Testing requests for rule compliance

Compliance checking requests Identifying rule violations Finding exception approvers Restricting exception approvers

Setting up exception approver restrictions

Explicit exception approval Rule checking for requests with self-service

Approving requests from an approver

Setting up approver restrictions

Automatically approving requests

Configuring automatic approval

Approval by peer group analysis

Configuring peer group analysis for requests

Approval recommendations

Criteria for approval recommendations Configuring approval recommendations

Gathering further information about a request Appointing other approvers Escalating an approval step Approvers cannot be established Automatic approval on timeout Halting a request on timeout Approval by the chief approval team Approving requests with terms of use Using default approval processes

Request sequence

The request overview

Displaying request details Displaying the approval sequence Displaying the approval history

Requesting products more than once Requests with limited validity period

Renewing requests Canceling or unsubscribing requests Checking request validity periods

Relocating a customer or product to another shop Changing approval workflows of pending requests Requests for employees Requesting change of manager for an employee Canceling requests Unsubscribe products Notifications in the request process

Requesting approval Reminding approvers Scheduled request for approval Sequence for limited requests Approving or denying request approval Notifying delegates Canceling requests Escalating requests Delegating approvals Rejecting approvals Notifications with questions Using additional approvers to approve requests Unsubscribing approved requests Renewing approved requests Product change notifications Default mail templates Bulk delegation notifications

Approval by mail

Editing approval emails

Adaptive cards approval

Using adaptive cards for approvals Adding and deleting recipients and channels Creating, editing, and deleting adaptive cards for requests Creating, editing, and deleting adaptive cards templates for requests General main data for adaptive cards Deploying and evaluating adaptive cards for requests Disabling adaptive cards

Requests with limited validity period for changed role memberships Requests from permanently inactive employees Deleting requests

Managing an IT Shop

IT Shop base data

Processing status Standard reason for requests

Predefined standard reasons for requests

Role classes for the IT Shop Role types for the IT Shop Business partners Functional areas Chief approval team Product owners Attestors

Setting up IT Shop structures

Adding IT Shop structures General main data of IT Shop structures Custom main data of IT Shop structures Assigning approval policies Assigning requestable products to shelves The IT Shop structure overview

Setting up a customer node

Adding customer nodes General main data of customer nodes Custom main data of customer nodes Assigning employees directly Assigning employees through dynamic roles The entitled customers overview

Deleting IT Shop structures

Deleting customer nodes Deleting shelves Deleting shops Deleting shopping centers

Restructuring the IT Shop

Moving shops to other shopping centers Moving shelves to other shops Moving products to another shelf

Templates for automatically filling the IT Shop

Using shelf templates in an IT Shop solution Editing shelf templates General main data of a shelf template Custom main data of shelf templates Assigning approval policies Assigning requestable products to shelf templates Shelf-filling wizard Assigning shelf templates to shops and shopping center templates Deleting shelf templates

Custom mail templates for notifications

Creating and modifying IT Shop mail templates General properties of mail templates Creating and editing mail definitions

Using base object properties Use of hyperlinks to the Web Portal Default functions for creating hyperlinks Customize email signatures

Copying IT Shop mail templates Displaying IT Shop mail template previews Deleting IT Shop mail templates Custom notification processes

Request templates

Creating and modifying request templates General main data of a request template Cart items Deleting request templates

Recommendations and tips for transporting IT Shop components with the Database Transporter

Troubleshooting errors in the IT Shop

Timeout on saving requests Bulk delegation errors Process monitoring for requests

Configuration parameters for the IT Shop Request statuses Examples of request results

Notifications in the request process

In a request process, various email notifications can be sent to requesters and approvers. The notification procedure uses mail templates to create notifications. The mail text in a mail template is defined in several languages. This ensures that the language of the recipient is taken into account when the email is generated. Mail templates are supplied in the default installation with which you can configure the notification procedure.

Messages are not sent to the chief approval team by default. Fallback approvers are only notified if not enough approvers could be found for an approval step.

To use notification in the request process

Ensure that the email notification system is configured in One Identity Manager. For more information, see the One Identity Manager Installation Guide.
In the Designer, set the QER | ITShop | DefaultSenderAddress configuration parameter and enter the sender address used to send the email notifications.
Ensure that all employees have a default email address. Notifications are sent to this address. For more information, see the One Identity Manager Identity Management Base Module Administration Guide.
Ensure that a language can be determined for all employees. Only then can they receive email notifications in their own language. For more information, see the One Identity Manager Identity Management Base Module Administration Guide.
Configure the notification procedure.

Related topics

Custom mail templates for notifications

Requesting approval

When a customer requests a product, the approver is notified that new approvals are pending.

Prerequisite

The QER | ITShop | MailTemplateIdents | RequestApproverByCollection configuration parameter is not set.

To set up the notification procedure

On the Mail templates tab of the approval step, enter the following data:

Mail template request: IT Shop Request - approval required

TIP: To allow approval by email, select the IT Shop Request - approval required (by email) mail template.

NOTE: You can schedule requests for approval to send a general notification if there are requests pending. This replaces single requests for approval at each approval step.

Related topics

Email notification: Scheduled request for approval
Approval by mail
Editing approval steps

Reminding approvers

If an approver has not made a decision by the time the reminder timeout expires, notification can be sent by email as a reminder. The approvers working hours are taken into account when the time is calculated.

Prerequisite

The QER | ITShop | MailTemplateIdents | RequestApproverByCollection configuration parameter is not set.

To set up the notification procedure

Enter the following data for the approval step.
- Reminder after (minutes):
  
  Number of minutes to elapse after which the approver is notified by mail that there are still pending requests for approval. The input is converted into working hours and displayed additionally.
  
  NOTE: Ensure that a state, county, or both is entered into the employee's main data of determining the correct working hours. If this information is missing, a fallback is used to calculate the working hours. For more information about calculating employees' working hours, see the One Identity Manager Identity Management Base Module Administration Guide.
  
  TIP: Weekends and public holidays are taken into account when working hours are calculated. If you want weekends and public holidays to be dealt with in the same way as working days, set the QBM | WorkingHours | IgnoreHoliday or QBM | WorkingHours | IgnoreWeekend configuration parameter. For more information about this, see the One Identity Manager Configuration Guide.
  
  If more than one approver was found, each approver will be notified. The same applies if an additional approver has been assigned.
  
  If an approver delegated the approval, the time point for reminding the delegation recipient is recalculated. The delegation recipient and all the other approvers are notified. The original approver is not notified.
  
  If an approver has made an inquiry, the time point for reminding the queried employee is recalculated. As long as the inquiry has not been answered, only this employee is notified.
- Mail template reminder: Select the IT Shop request - remind approver mail template.
  
  TIP: To allow approval by email, select the IT Shop Request - remind approver (by email) mail template.

NOTE: You can schedule requests for approval to send a general notification if there are requests pending. This replaces single requests for approval at each approval step.

Related topics

Email notification: Notifications with questions
Email notification: Scheduled request for approval
Approval by mail
Editing approval steps

Scheduled request for approval

Approvers can be regularly notified of requests that are pending. These regular notifications replace the individual prompts and approval reminders that are configured in the approval step.

To send regular notifications about pending requests

Enable the QER | ITShop | MailTemplateIdents | RequestApproverByCollection configuration parameter in the Designer.

By default, a notification is sent with the IT Shop request - pending requests for approver mail template.

TIP: To use something other than the default mail template for these notifications, change the value of the configuration parameter in the Designer.
In the Designer, configure and enable the Inform approver about pending requests schedule.

For more information about this, see the One Identity Manager Operational Guide.

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