Account & Group Requests (Tenant POC)

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Who submits: Your Tenant Point of Contact (POC) only.

Where to submit the form: https://corp.cybermyte.io/helpdesk/support-4/knowledgebase

Where to put details: The POC fills all form fields. The person or group being changed should be included in the Detailed Description.

The Helpdesk Form (what goes where)

• Customer Name / Customer Phone: POC’s info (you).
• Subject: Use the formats below (keeps things fast & clean).
• Priority:
  • Low – can wait a day or two.
  • Medium – needed this week.
  • High – needed in ≤ 1 business day.
  • Urgent – security‑sensitive or same‑day (e.g., immediate termination/disable).
• Detailed Description: Copy one of the templates below and fill in the blanks. 

Aligned with our SSP: Identity is enforced via Keycloak/FreeIPA with MFA and VPN; Odoo is our ticketing system. Your explicit requests document authorization (AC‑2/AC‑3 responsibilities).

1️⃣ New employee – create account

Subject: New account for [First Last] - effective MM-DD-YYYY

Detailed Description (paste & fill):

Clipboard
Request type: New Account
Employee: [First Last]
Start date/time: [MM-DD-YYYY Timezone]
Non-company email for pre-boarding training: [name@gmail.com]  <-- required
Personal phone number (for support: [Phone Number] 
Manager: [Name, Title]
Required access (roles/groups): [e.g., Nextcloud-Dept-BD, Odoo-User, VPN-Users]
Required Mailing Lists: [List(s)]
Email Only? [Yes/No]
CUI Access Required? [Yes/No]
Any special restrictions or approvals? [Yes/No – details]
Why we need the personal email: We send the required pre‑boarding training before day one and enroll MFA from the user’s own device (AAL2).

2️⃣ Terminate Employee – Disable Account

Subject: Terminate account for [First Last] – effective [MM-DD-YYYY TZ]

Detailed Description (paste & fill):

Priority:

• Urgent for immediate security disable.
• High if scheduled (give exact date/time).

Why so specific: AC‑2(h) requires you (the tenant) to notify us when users leave/transfer so we can act quickly; your ticket is our official record to execute changes.

3️⃣ Add an employee to a group or mailing list

Subject: Add [First Last] to group {Group Name}

Detailed Description:

4️⃣ Remove Employee From a Group or Mailing List

Subject: Remove [First Last] from group or mailing list {Group Name/ Mailing List}

Detailed Description:

5️⃣ Create a new group or mailing list

Subject: Create group {Proposed Group Name or mailing list}

Detailed Description:

Tip: Clear purpose + owner ensures least‑privilege and separation‑of‑duties stay intact. We may push back if a group would break SoD.

6️⃣ Delete a group or mailing list

Subject: Delete group/mailing list {Group Name} or {Mailing List}

Detailed Description:

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