Automate requests to unblock users that were blocked by a PS migration
Problem Statement
What is the problem?
As part of PS migrations, users are often blocked meeting specific criteria specified by the customer. When they need to be unblocked, they must request it via support, who then has to undergo full account verification.
Why is this a problem?
This takes an inordinate amount of time to do, requires at least two SEs to work the ticket (one to verify, one to verify the verification), and causes a delay in the time a customer can get their users unblocked.
Proposal
Modify the account blocked automation to account for these situations and automate the process. If it was a PS migration block, the automation would:
- Check if the requester is an Owner on the top level paid namespace
- If they are, it would unblock the requested user
- If they are not, it would auto-reply indicating only an Owner on the top-level paid namespace can make the request (and close out the ticket)
DRI
@klang would handle the comms and the like, @jcolyer would handle the ops changes
Required Resources
- Potential handbook modifications
- Communication
- Readiness development
Potential Roadblocks/Things to consider
- This level of verification was approved by both Security and Legal
Desired Outcome
What does success look like?
Customers can make the requests and the whole process is fully automated.
How do we measure success?
Less time for SEs working these type of tickets, faster resolution for customers
Where would future feedback go?
Issues