A dedicated team or department within an organization typically handles identity and access management (IAM) tickets. This team is responsible for managing and maintaining the IAM system, which involves ensuring that the right users have access to the right resources at the right times. When an IAM ticket is raised, the team will investigate the issue and take the appropriate action to resolve it. This may involve granting or revoking access for a user, updating their permissions, or troubleshooting any technical issues with the IAM system itself.
There are many different categories of tickets that can be associated with identity and access management (IAM). Some examples include:
- Access requests: These tickets are raised when a user needs access to a new resource, such as a specific application or system. The IAM team will review the request and determine whether to grant or deny access based on the user’s permissions and the security policies of the organization.
- Access changes: These tickets are raised when a user needs to update their existing access to a resource. For example, if a user is promoted to a new role within the organization, they may need to have their access to certain resources updated to reflect their new responsibilities.
- Access revocations: These tickets are raised when a user’s access to a resource needs to be revoked. This may be due to the user leaving the organization, changing roles, or security reasons.
- Technical issues: These tickets are raised when there are technical issues with the IAM system itself. This could include issues with authentication, authorization, or other components of the system. The IAM team will investigate and troubleshoot these issues to ensure that the system is functioning properly.
- Password reset requests: These tickets are raised when a user has forgotten their password and needs assistance resetting it. The IAM team will typically have a process in place for verifying the identity of the user and resetting their password in a secure manner.
- Account lockouts: These tickets are raised when a user’s account has been locked due to too many failed login attempts. The IAM team will investigate the issue and determine whether to unlock the account or take further action, such as resetting the user’s password.
- Access audits: These tickets are raised when the IAM team needs to conduct an audit of a user’s access to ensure that they have the appropriate permissions for their role. This may involve reviewing their access to different resources and making any necessary changes.
- Security breaches: These tickets are raised when there has been a security breach or potential breach of the IAM system. The IAM team will investigate the issue and take any necessary steps to secure the system and protect sensitive information.
- Integration issues: These tickets are raised when there are issues with integrating the IAM system with other systems or applications within the organization. The IAM team will work to resolve these issues and ensure that the systems are able to communicate and share information properly.
- Policy changes: These tickets are raised when there are changes to the organization’s security policies that affect the IAM system. The IAM team will update the system to reflect these changes and ensure that users have the appropriate access based on the new policies.
- User training: These tickets are raised when users need training on how to use the IAM system or specific aspects of it. The IAM team may provide this training directly or work with other teams within the organization to ensure that users have the knowledge and skills they need to use the system effectively.
Some examples of ticket handling use cases in a large organization include:
- A user raises a ticket requesting access to a new system or application. The IAM team reviews the request, verifies the user’s identity and permissions, and grants access to the resource.
- A user raises a ticket reporting that they are unable to access a specific resource. The IAM team investigates the issue and determines that the user’s account has been locked out due to too many failed login attempts. The team unlocks the user’s account and provides guidance on how to avoid future lockouts.
- A user raises a ticket reporting that they believe their account has been compromised. The IAM team investigates the issue and determines that the user’s account has indeed been compromised. The team revokes access to the user’s account, resets their password, and takes steps to secure the system and prevent further breaches.
- A user raises a ticket requesting a change to their existing access to a resource. The IAM team reviews the request, verifies the user’s identity and permissions, and updates their access as requested.
- A system administrator raises a ticket reporting a technical issue with the IAM system. The IAM team investigates the issue and determines that there is a problem with the authentication server. The team troubleshoots the issue and restores the system to normal operation.
