Approvals that keep duties apart, and access support without seeing a password
Catalogue items that need approval — access to software, a new account, a replacement device, a licence — wait for a lead who is not the requester. From a ticket, an IT Support Technician does access support through the owning services, each action with a reason and an audit event.
Who uses it
- Employee
- Lead
- IT Support Technician
- Desk manager
What it does
- Approval of a request by a lead who is not the requester, from the approvals view.
- Access support from a ticket: e-mail a password-reset link, reset two-factor, unlock, sign out of every session, suspend.
- Reactivation kept as a desk manager’s or firm administrator’s decision.
- Every action writes an internal line, a public line for the requester, a hash-chained audit event and an outbox event.
- The platform’s automation centre for anything else that should follow a ticket event.
How it works
- An employee asks for something that needs approval.
- A lead who is not the requester approves or declines.
- The technician fulfils it, or does the access support from the ticket.
The controls that protect it
- A technician never acts on themselves, an administrator or another technician.
- Nobody sees a password, token or reset link: the reset is e-mailed to the person.
- The IT Support Technician role holds no business-data permissions.
What it does not do (yet)
- Joiner and leaver workflows are a later phase; today they are handled as ordinary requests.
