Transfer all requests to another customer or owner

[Met]

Hi,

It would be good to be able to have a way to transfer all requests from one customer (or request owner) to another.

When our instance was created many many years ago, it was decided (with expert advice from Hornbill) that we should use the account name as the unique userID. We now know this was the wrong decision and there is no way to correct it. The account name will change when a person's name changes, resulting in a duplicate account being created (and the original account becoming an inaccessible, "zombie" account - SSO). Our user base is significant and we see quite a few name changes for various reasons each month.

Currently there is no way to easily transfer all requests from one customer to another customer, or transfer requests owned by an analyst to another.

Proposing that there should be some way to transfer requests in bulk.

Appreciate this is a bit of a niche case (and we are looking to implement things better for a second instance we are potentially looking to get), but figured I'd put this out there.

 

 

[Berto2002]

@Met we have the same issue but we put in place a formal Name Change IC/BPM because we realised lots of people need to know about Name Change anyway. Our process gains approval from the line manager, sends the user and line manager an email detailing all the consequences of the name change, selectively notifies relevant apps teams (look-up into Subscribers lists held as Organisation Groups), gets SDesk to rebuild the laptop, tells our third party telephone provider, eLearning team, supplier team to update vendor portals for software licences, re-issues name badge, etc. When a name change happens, the user import from AD creates a new UserID.

And THEN, at the end, the BPM, we do the following in Service Manager:

1. Alter the Customer of the name Change to be the person's new UserID so they can still see that request going forward
2. Find all the linked assets for the old UserID and set their Used By to be the new UserID
3. Remove the old ID from all Organisation Groups
4. Set the old UserID to Basic (in case they were a full User)
5. Set the old UserID to Archived

This avoids the 'zombie' accounts.

But it does not transfer all the User past Requests across; they do permanently lose access to those and it's one of the warnings we give them. In case of interest our email to the user and their manager is:

 

What we think you have asked for:
Our records show that you have asked for the following. If this is incorrect in ANY way, please contact Service Desk immediately to update:

• New Display/Preferred Name: "{{.H_custom_c}}"
• New Email: "{{.H_custom_d}}{{.H_custom_i}}"

Service Desk will review the above and only get back to you if there are queries before proceeding.

Inform HR
It's important you realise that ICT and HR do not (yet) have an integrated process so you must also inform HR of this Name Change requirement. ICT do not inform HR or validate this change with them so please ensure you give them exactly the same information.

Laptop rebuild at Civic Centre
The Name change requires your computer to be re-built and we can only do this in-person at Civic Centre. Service Desk will contact you to arrange a date and time to do this. Please plan to be without your laptop for at least 1 hour, possibly 2, during this period. ICT do not provide courier services so in-person visits to Civic are required unless your business units pays for the (insured) courier or makes other arrangements. If you are not planning to attend in person, please advise Service Desk in advance since they need your password for the work.

Software re-installation
If you have particular software on your computer, you will need to re-install it from the Company Portal after receiving your newly-built computer. Please allow time in your diary after collection to install this software before you come to require it.

Mobile Phone rebuild
If you have a Council-issued mobile handset, please ensure you bring it with you for your appointment since it, too, needs to be rebuilt under your new profile. Your mobile number (or your Avaya/Teams numbers) will not change.

Your data
You should be saving all your data on OneDrive, SharePoint or in Teams but if you know you have Council data elsewhere on your device, please ensure you save or upload it to an online location before you arrive for your appointment since it will be lost in the rebuild process. This applies to laptops and mobile phones and areas to check are your 'desktop' and 'downloads', particularly.

Security Badge
Please remember to bring your badge with you because you will be collecting a new one with your new name at your appointment and must relinquish the old.

Line of Business (LOB) Applications
The Name Change process in velocITy includes an automated check of the LOB Applications groups in addition to acting upon the Applications you selected when you applied. A notification of your new name and email address will be sent to the application support teams for each of these applications and they will contact you under separate ticket references with the outcome of each.

You should be prepared to spend a little time ensuring that all your applications are working once you get your rebuilt computer.

Your old email address
Your old email address will be added as an 'alias' to your new account which should mean emails that are sent to that old address are still received. However, Aliases are not guaranteed to work forever so you are advised to be proactive in contacting third parties to change your details. This is particularly important for business systems that rely on your email address to send notifications and password reset codes.

Printers
You will be re-registered for the printers with your new name/ID. Please make a note to check this works when you collect your laptop/mobile phone after the rebuild to avoid issues later.

Peripherals/accessories
All your existing peripherals/hardware should still work and not require any changes.

velocITy
On the day your name is changed and your computer is rebuilt, you will lose access to velocITy for approximately 3-4 hours while your new profile is copied across. You will also lose access to any current or historical tickets in the My Requests section (except this one which will be copied over to your new account). It will not stop ICT working on any active tickets but you may not receive notifications about them.

If there is any information from any tickets you need, please obtain and store it beforehand. If there are long-running tickets you cannot close and need access to, please make a note of the reference numbers and contact the Service Desk after the name change is complete and they can manually transfer them over to your new account.

After the synchronisation has completed, your single-sign-on to velocITy should be restored automatically.

Please remember to have the Name Change Request reference to hand when you visit Service Desk.

[HHH]

We have a need for this as well (change customer) since we support external contacts and there are at least two use cases which cause us a lot of work.

1. A contact changes organisation, the organisations are not connected and all the contact's requests need to be transferred to a colleague in the "old" organisation.
We do this manually one request at a time for the time being which is very time consuming.

2. Several organisations are merged and all the contacts in the merging organisations are moved to the merged one.
Same thing here but with multiple users and organisations since when they are part of the new organisation, the contact cannot see requests raised by them in the old one (which is as it should be since the two organisations might not be related).
 

[Paul Chambers]

+1