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Overview

The Offboarding User Policy is enhanced to streamline the process of notification specifically for an analyst. It helps in systematically closing all the pending and dependent records of incidents, service requests, change requests, and problem records associated with offboarding analyst account.  

The list of offboarding analysts associated with or without dependents are tracked during AD import or through user interface based on the created Offboarding User Policy. Per Offboarding User Policy, an e-mail notification is triggered to all the respective stakeholders about the dependent records associated with offboarding analyst accounts and a new tracking incident is created.  The dependent records are assigned to different analysts if the records require any intervention before closure.

Note:

On clearing of all the dependent records, the offboarding analyst account gets deactivated to free-up the associated licenses.

It is important to enable and execute Offboarding User Policy. The prerequisite is to configure and schedule a custom schedule job per offboarding analyst policy for a scheduled date and time. For more information see, Custom Schedule Jobs.

When the configured job is triggered and completes the application performs the following actions:

  • Track the dependent items associated with the offboarded analyst account.
  • Create a tracking incident.
  • Send e-mail notifications.
  • Free-up the licenses associated with the offboarded analyst account.

User Persona – Administrator

Business Benefits

  • Enables creating an incident to track the dependencies pre-assigned to an offboarding analyst account.
  • Provision to send e-mail notifications to all the concerned stakeholders, immediate managers, and configured additional analysts.
  • Decrease the support effort to mitigate the dependencies from the analyst account that is being deactivated.


Infographic of Offboarding User Policy

Creating Offboarding User Policy

To send email notification for offboarding users, you first need to create an offboarding user policy.

To create an offboarding user policy:

  1. Select Admin > Users > OFFBOARDING USER POLICY LIST.
  2. On the OFFBOARDING USER POLICY page, click ADD NEW on the ACTIONS panel.
  3. Enter the required details. For more information about the fields on the Offboarding User Policy page see, Field Description.
  4. Click Submit.
    A new Offboarding User Policy is created.

Figure: Offboarding User Policy

Field Description       

Field

Description

DETAILS

Offboarding User Role*

Select the user role of the offboarding user. Based on the user role selected, the relevant option in subsequent parameter appears.

Domain*

Displays the list of all the domains that the role user has access. Select a Domain from the list.

Tenant*

Select the Tenant name from the list. Depending on the selected domain the associated tenant list appears..

Workgroup*

Select the workgroup from the list. Depending on the selected domain and tenant the associated workgroup list appears.

Notify To*

Select the ‘Notify To’ options from the list to send an email notification to all the concerned stakeholders. The listed options are:

  • Select all – Select the check box to send an email notification to all concerned stakeholders Immediate Manager, Workgroup Manager, and Users.
  • Immediate Manager – Select the check box to send a notification to the immediate manager of the offboarding user.
  • Workgroup Manager - Select the check box to send a notification to the workgroup manager of the offboarding user.
  • Users – Select the check box to select additional users.

Note: E-mail notifications are sent to the additional users, if the User option is selected. Based on user access, they can assign it to a different analyst.

Select Users

Search and select the additional users that you want to notify. Per user access the selected user can assign it to a different analyst.

Active

By default, the status is set active.

  • If selected, the Offboarding User Policy is active.
  • If not selected, the Offboarding User Policy is inactive.

Editing Offboarding User Details

An analyst manages the offboarding user details by editing, activating, or deactivating user accounts.

To edit the offboarding user details:

  1. Select Admin > Users > OFFBOARDING USER POLICY.
    The Offboarding User Policy listing screen appears.

        2. Click Domain hyperlink to edit the required details.

      3. Click Submit.
          A confirmation message appears.

      4. Click OK.

Tracking Incident Configuration List

Tracking Incident Configuration List allows you to create a tracking incident to track all the dependencies associated with a specific offboarding user account.

To create a tracking incident:

  1. Select Admin > Users > Offboarding User Policy List.
  2. On the OFFBOARDING USER POLICY page, click TRACKING INCIDENT LIST on the ACTIONS panel.
     The Tracking Incident Configuration Listing screen appears.

       3. Click ADD NEW on the ACTIONS panel. 
           A New Tracking Incident Configuration screen appears.

       4. Enter the required details. For more information see, Field Description. 
       5. Click SUBMIT. 
   

Field Description

Field

Description

Domain*

Select a domain name associated with the offboarding user account. A new tracking incident is created for the selected domain for which the offboarding user account is tagged. This is a mandatory field.

Note: This domain configuration is applicable only for the selected Domain. 

Tenant*

Select the Tenant name for the creating tracking incident. This is a mandatory field.

Workgroup*

Select the workgroup name. The selected workgroup name is assigned to the creating tracking incident. This is a mandatory field.

Caller*

Select the Caller name. The incident is created against the caller’s name. This is a mandatory field.

Active

Select the check box to activate the tracking incident.

Editing Tracking Incident

To edit tracking incident:

  1. OnTracking Incident Configuration list page, click the Domain hyperlink.
    A new Tracking Incident Configuration screen appears.
  2. Edit the required details and click SUBMIT.
    A confirmation message appears.
  3. Click OK.

Left Pane Functions

You can perform the following functions from the left panel of the Offboarding User Policy page.

  • Action
  • Filters

ACTION

This section explains all the icons displayed on the ACTIONS panel of the Offboarding User Policy page.

Action

Description

ADD NEW

Enable to create a new Offboarding User Policy for the offboarding user account or a new Tracking Incident against the selected callers in the SummitAI application.

TRACKING INCIDENT LIST

Display the list of tracking incident created against the selected callers in the SummitAI application.

SHOW LIST

Or OFFBOARDING USER POLICY LIST

Displays the list of Offboarding User Policies configured based on the selected Domain, Tenant, and Workgroup.

FILTERS

Filter function allows specifying a particular filter criterion to display the configured records. On clicking the Filters icon, the FILTERS pop-up page appears. Select the Domain, Tenant, and Workgroup from the respective lists. Click SUBMIT to view searched records.

Viewing Dependents Associated with Offboarding User Accounts

The link on the Menu Title bar displays the list of dependent records associated with offboarding user account specific to the selected Domain, Tenant, and Workgroup. The records appear with the offboarding username and the number of dependent corresponding to it.

The Offboarded Users link will appear if the logged-in user is associated with Service Management License.


Figure - Offboarded Users

Click the record hyperlinks to view the complete details of the dependents. The hyperlinks, navigates to

following screens:


The records are accessible, if the logged-in user has analyst privileges and is associated with the respective workgroup. Else, the records appear greyed out.

AD Import

An admin defines a new ‘Offboarding Users Notification’ custom schedule job per offboarding user policy for a scheduled date and time. When the specified job is triggered and completed the application performs the following procedures:

  1. Sent e-mail to the concerned stakeholder with detailed information on the dependents associated with the offboarding user. 

  2. A tracking incident is created to track the dependents associated with the offboarding user and to resolve or assign the pending and progressive dependents to the different analysts. Once all the dependents are cleared, the application free up the licenses of offboarding user and update the history accordingly.

The e-mail is sent in the following format.


The history gets updated irrespective of the dependency are resolved or not.


Migration to Upgraded Version


The SummitAI application version with notification e-mail feature, on upgrading to latest version all the configuration of the analyst appears in the Offboarding User Policy screen.

Example

If the user selected the check box ‘Notify Inactive Analyst Details’ from the AD Import page. After upgrading the configured job is triggered, the application creates a policy to create the migration scripts for the number of tenants associated with a specified Domain and to notify the respective user.

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