When IFS Support staff need to access PRD or UAT in Cloud Managed Services, should they be issued a generic admin username and password so they can investigate problems with ease or should a company set up a new username and password for each IFS support person along with relevant permissions to enable them to investigate each specific issue? How does each option impact the license agreement, for which the customer is responsible?
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Which Login details should be issued for IFS Support-Cloud Managed Services?
+1Best answer by malik.sally
Not too sure what happened to my previous message I sent on this thread. But I got notifications on this thread. :S.
Anyways, As a partner we work with a range of customers and each of them have different approach to this.
Some provide us and IFS Support team with IFSAPP / IFSADMIN credentials. Some others have a generic support account or two created that is shared among the partner team / IFS Support. Some other customer who have strict cyber security policy, create accounts specifically for the individual who is working on the support case, and once the support is over they disable the account. This is very admin burden - Microsoft Account creation, IFS Account creation etc. But more traceable.
It all depends on the level of auditability and traceability that is required. Some customer’s have an IT policy where you cannot share credentials, or have generic log ins. In that case you will have to have one account created per individual on a temporary basis.
Some other clients within their own IT team have 2 accounts for an individual. There “Normal” Account. Which is used for their usual activities such as to report leave, timesheets, raise Purchase Reqs, approve PR / PO’s etc. and the same IT support member will have an named “ADMIN” account, so they have fully access to the application for troubleshooting etc.
All of the above apart from IFSAPP / IFSADMIN will consume a license. Whether it is used by IFS Support, Partner or internal IT team with 2 accounts (normal, admin).
+1Personally, I create a login that is exclusively for IFS support. I can enable it only when needed and with a new password each time.
Cheers
+1What about licence usage in that scenario?
I assume they would consume a license just like every other user but I cannot confirm that. If you were at your limit from a license consumption standpoint, I would certainly hope that, at a minimum, you’d get a grace period while they are engaged in support activities but I don’t know.
There is a predefined IFSREADONLYSUPP which is IFS managed and is supposed to have read-only permissions throughout. However, in our cases, they have wanted write/update to the areas within the scope of the issue.
Not too sure what happened to my previous message I sent on this thread. But I got notifications on this thread. :S.
Anyways, As a partner we work with a range of customers and each of them have different approach to this.
Some provide us and IFS Support team with IFSAPP / IFSADMIN credentials. Some others have a generic support account or two created that is shared among the partner team / IFS Support. Some other customer who have strict cyber security policy, create accounts specifically for the individual who is working on the support case, and once the support is over they disable the account. This is very admin burden - Microsoft Account creation, IFS Account creation etc. But more traceable.
It all depends on the level of auditability and traceability that is required. Some customer’s have an IT policy where you cannot share credentials, or have generic log ins. In that case you will have to have one account created per individual on a temporary basis.
Some other clients within their own IT team have 2 accounts for an individual. There “Normal” Account. Which is used for their usual activities such as to report leave, timesheets, raise Purchase Reqs, approve PR / PO’s etc. and the same IT support member will have an named “ADMIN” account, so they have fully access to the application for troubleshooting etc.
All of the above apart from IFSAPP / IFSADMIN will consume a license. Whether it is used by IFS Support, Partner or internal IT team with 2 accounts (normal, admin).
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