Account & Group Requests (Tenant POC)
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 template 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]
Detailed Description (paste & fill):
ClipboardRequest type: New Account Employee: [First Last] Start date/time: [YYYY-MM-DD HH:MM Timezone] Non-company email for pre-boarding training: [name@example.com] <-- required Manager: [Name, Title] Required access (roles/groups): [e.g., Nextcloud-Dept-BD, Odoo-User, VPN-Users] Needs VPN access? [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 [YYYY-MM-DD HH:MM TZ]
Detailed Description (paste & fill):
Request type: Termination
Employee: [First Last]
Effective date/time for disable: [YYYY-MM-DD HH:MM Timezone]
Urgency: [Immediate/Urgent or Scheduled]
Manager: [Name]
Data handling: [transfer Nextcloud files to <Name>/retain mailbox?/auto-reply?]
Remove from these groups now: [list]
Other notes: [badge/device status if known]
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 employee to a group
Subject: Add [First Last] to group {Group Name}
Detailed Description:
Request type: Add to Group
Employee: [First Last]
Group: {Exact group name}
Business reason: [why they need it]
Manager approval: [included/linked]
Effective date: [YYYY-MM-DD]
4️⃣ Remove Employee From a Group
Subject: Remove [First Last] from group {Group Name}
Detailed Description:
Request type: Remove from Group
Employee: [First Last]
Group: {Exact group name}
Effective date/time: [YYYY-MM-DD HH:MM Timezone]
Notes: [any dependency we should know]
5️⃣ Create a new group
Subject: Create group {Proposed Group Name}
Detailed Description:
Request type: Create Group
Proposed name: {Proposed Group Name}
Purpose/scope: [what this group is for]
Owners who can approve membership: [names/emails]
Default members (if any): [list or “none”]
Default permissions needed: [apps/roles this group should map to]
Is this temporary? [Yes/No – if Yes, end date]
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
Subject: Delete group {Group Name}
Detailed Description:
Request type: Delete Group
Group: {Exact group name}
Reason: [e.g., replaced by {New Group}, no longer needed]
What to do with current members: [move to {Group}/remove]
Effective date: [YYYY-MM-DD]
