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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

Notifications in the request process

In an 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

  1. Ensure that the email notification system is configured in One Identity Manager. For more detailed information, see the One Identity Manager Installation Guide.

  2. In the Designer, set the QER | ITShop | DefaultSenderAddress configuration parameter and enter the sender address used to send the email notifications.

  3. Ensure that all employees have a default email address. Notifications are sent to this address. For more detailed information, see the One Identity Manager Identity Management Base Module Administration Guide.

  4. Ensure that a language can be determined for all employees. Only then can they receive email notifications in their own language. For more detailed information, see the One Identity Manager Identity Management Base Module Administration Guide.

  5. Configure the notification procedure.

Related topics

Demanding an approval decision

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 demands for approval to send a general notification if there are requests pending. This replaces single demands for approval at each approval step.

Related topics

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 work time applies to the time calculation.

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.

    Table 60: Properties of the approval step for notification

    Property

    Meaning

    Reminder interval (hours)

    Number of working hours to elapse after which the approver is notified by mail that there are still pending requests for approval.

    NOTE: Ensure that a state, county, or both is entered into the employee's master data for determining the correct working hours. If this information is missing, a fallback is used to calculate the working hours. For more detailed information about calculating employees' working hours, see the One Identity Manager Identity Management Base Module Administration 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 demands for approval to send a general notification if there are requests pending. This replaces single demands for approval at each approval step.

Related topics

Scheduled demand 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

  1. 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.

  2. In the Designer, configure and enable the Inform approver about pending requests schedule.

    For detailed information, see One Identity Manager Operational Guide.

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