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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

Escalating requests

Requests can be escalated if a specified time period has expired. If a request is escalated, the requester can be notified by email.

To set up the notification procedure

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

    Mail template escalation: IT Shop request - Escalation

Related topics

Delegating approvals

If, in an approval step, other approvers can be authorized to make the approval decision, the additional approvers can be prompted to approve by email. The same applies if the approval can be delegated.

To set up the notification procedure

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

    Mail template delegation: IT Shop Purchase order - Delegated/additional approval

    TIP: To enable approval by email, select the IT ShopRequest - delegated/additional approval (by email) mail template.
Related topics

Rejecting approvals

The original approver must be notified if an additional approver or employee to whom an approval has been delegated refuses the approval.

To set up the notification procedure

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

    Mail template rejection: IT Shop Purchase order - Reject approval

    TIP: If you allow approval by email, select the mail template IT Shop request - reject approval (by mail).
Related topics

Notifications with questions

Employees can be notified when a question about a request is asked. Similarly, the approvers can also be notified as soon as the question is answered.

To send a notification when an approver asks a question

  • In the Designer, enable the QER | ITShop | MailTemplateIdents | QueryFromApprover configuration parameter.

    A notification is sent by default with the IT Shop Request - question mail template.

To send a notification to the approver when the queried employee answers a question

  • In the Designer, set the QER | ITShop | MailTemplateIdents | AnswerToApprover configuration parameter.

    A notification is sent by default with the IT Shop Request - answer mail template.

TIP: To use custom mail templates for emails of this type, change the value of the configuration parameter.
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