The workflow of ticket handling in identity and access management (IAM) typically involves the following steps:
- Ticket submission: A user or system raises a ticket by submitting a request for assistance or reporting an issue with the IAM system. This may be done through a ticketing system, email, or another communication channel.
- Ticket routing: The ticket is routed to the appropriate team or individual within the organization who is responsible for handling IAM tickets. This may be a dedicated IAM team or a member of the IT support team who has expertise in IAM.
- Ticket triage: The team or individual who receives the ticket will review the request and determine the appropriate course of action. This may involve gathering additional information, prioritizing the ticket based on its urgency, or escalating the ticket to a higher level of support if necessary.
- Ticket resolution: The team or individual will take the necessary steps to resolve the issue or fulfill the request raised in the ticket. This may involve granting or revoking access to a resource, updating permissions, or troubleshooting technical issues with the IAM system.
- Ticket closure: Once the issue has been resolved or the request has been fulfilled, the ticket is marked as closed and the user is notified. The team or individual may also follow up with the user to ensure that the issue has been resolved to their satisfaction.
Overall, the workflow for handling IAM tickets is similar to the workflow for handling other types of tickets within an organization. The specific steps and processes may vary depending on the organization and the tools and systems used to manage IAM tickets.