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Identity Manager On Demand Hosted - 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

Using multi-factor authentication for requests

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 the 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

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

Demanding an approval decision Reminding approvers Scheduled demand 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

Allowing approval decisions using the Starling 2FA app 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 Additional tasks for IT Shop structures

The IT Shop structure overview Assigning approval policies Assigning requestable products to shelves

Setting up a customer node

Adding customer nodes General main data of customer nodes Custom main data of customer nodes Additional tasks for customer nodes

The entitled customers overview Assigning employees directly Assigning employees through dynamic roles

Deleting IT Shop structures

Deleting customer nodes Deleting shelves Deleting shops Deleting shopping centers

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 Additional tasks for 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

Connecting approval levels

When you set up an approval workflow with several approval levels, you have to connect each level with another. You may create the following links.

Table 31: Links to approval levels
Link	Description
Approve	Link to next approval level if the current approval level was granted approval.
Deny	Link to next approval level if the current approval level was not granted approval.
Reroute	Link to another approval level to bypass the current approval. Approvers can pass the approval decision through another approval level, for example, if approval is required by a manager in an individual case. To do this, create a connection to the approval levels to which the approval can be rerouted. This way, approvals can also be rerouted to a previous approval level, for example, if an approval decision is considered not to be well-founded. Starting from one approval level, more than one reroute can lead to different approval levels. The approvers select, in the Web Portal, which of these approval levels to reroute the approval to. It is not possible to reroute approval steps with the approval procedures OC, OH, EX, CR, CD, SB, or WC.
Escalation	Link to another approval level when the current approval level is escalated after timing out.

If there are no further approval levels after the current approval level, the request is considered approved if the approval decision was to grant approval. If approval is not granted, the request is considered to be finally denied. The approval method is closed in both cases.

Additional tasks for approval workflows

After you have entered the main data, you can run the following tasks.

The approval workflow overview

Copying approval workflows

The approval workflow overview

To obtain an overview of an approval workflow

In the Manager, select the IT Shop > Basic configuration data > Approval workflows category.
Select the approval workflow in the result list.
Select Approval workflow overview.

Copying approval workflows

You can copy default approval workflows in order to customize them.

To copy an approval workflow

In the Manager, select the IT Shop > Basic configuration data > Approval workflows category.
Select an approval workflow in the result list and run the Change main data task.
Select the Copy workflow task.
Enter a name for the copy.
Click OK to start copying.

- OR -

Click Cancel to cancel copying.
To edit the copy immediately, click Yes.

- OR -

To edit the copy later, click No.

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