<!-- The first four sections: "Problem to solve", "Intended users", "User experience goal", and "Proposal", are strongly recommended, while the rest of the sections can be filled out during the problem validation or breakdown phase. However, keep in mind that providing complete and relevant information early helps our product team validate the problem and start working on a solution. --> ### Problem to solve As a GitLab administrator of a large public instance, I want to verify the authenticity of requests coming from my helpdesk. For example, if a user writes in asking that I take an action on their account, I want a second factor of verification directly within my GitLab instance. ### Intended users <!-- Who will use this feature? If known, include any of the following: types of users (e.g. Developer), personas, or specific company roles (e.g. Release Manager). It's okay to write "Unknown" and fill this field in later. Personas are described at https://about.gitlab.com/handbook/marketing/product-marketing/roles-personas/ * [Cameron (Compliance Manager)](https://about.gitlab.com/handbook/marketing/product-marketing/roles-personas/#cameron-compliance-manager) * [Sidney (Systems Administrator)](https://about.gitlab.com/handbook/marketing/product-marketing/roles-personas/#sidney-systems-administrator) * [Alex (Security Operations Engineer)](https://about.gitlab.com/handbook/marketing/product-marketing/roles-personas/#alex-security-operations-engineer) ### User experience goal The user should be able to navigate to the settings page to generate a unique, expiring "Support PIN" that they can pass along in a helpdesk request. The administrator should be able: - see an existing PIN on `/admin/users/user_name` to compare via a helpdesk ticket - submit an API search for a support PIN that would result in a user id (or nothing) - have an area in `/admin` where they can browse users who have active support PINs <!-- What is the single user experience workflow this problem addresses? For example, "The user should be able to use the UI/API/.gitlab-ci.yml with GitLab to <perform a specific task>" https://about.gitlab.com/handbook/engineering/ux/ux-research-training/user-story-mapping/ --> ### Proposal <!-- How are we going to solve the problem? Try to include the user journey! https://about.gitlab.com/handbook/journeys/#user-journey --> ### Further details <!-- Include use cases, benefits, goals, or any other details that will help us understand the problem better. --> ### Permissions and Security <!-- What permissions are required to perform the described actions? Are they consistent with the existing permissions as documented for users, groups, and projects as appropriate? Is the proposed behavior consistent between the UI, API, and other access methods (e.g. email replies)? Consider adding checkboxes and expectations of users with certain levels of membership https://docs.gitlab.com/ee/user/permissions.html * [ ] Add expected impact to members with no access (0) * [x] Add expected impact to Guest (10) members * [x] Add expected impact to Reporter (20) members * [x] Add expected impact to Developer (30) members * [x] Add expected impact to Maintainer (40) members * [x] Add expected impact to Owner (50) members --> ### Documentation <!-- See the Feature Change Documentation Workflow https://docs.gitlab.com/ee/development/documentation/workflow.html#for-a-product-change * Add all known Documentation Requirements in this section. See https://docs.gitlab.com/ee/development/documentation/feature-change-workflow.html#documentation-requirements * If this feature requires changing permissions, update the permissions document. See https://docs.gitlab.com/ee/user/permissions.html --> ### Availability & Testing <!-- This section needs to be retained and filled in during the workflow planning breakdown phase of this feature proposal, if not earlier. What risks does this change pose to our availability? How might it affect the quality of the product? What additional test coverage or changes to tests will be needed? Will it require cross-browser testing? Please list the test areas (unit, integration and end-to-end) that needs to be added or updated to ensure that this feature will work as intended. Please use the list below as guidance. * Unit test changes * Integration test changes * End-to-end test change See the test engineering planning process and reach out to your counterpart Software Engineer in Test for assistance: https://about.gitlab.com/handbook/engineering/quality/test-engineering/#test-planning --> ### What does success look like, and how can we measure that? The MVC would be to have the ability for a user to create a support PIN in the UI and viewable in the `/admin/user/user-name` area. API is bonus! ### What is the type of buyer? <!-- What is the buyer persona for this feature? See https://about.gitlab.com/handbook/marketing/product-marketing/roles-personas/buyer-persona/ In which enterprise tier should this feature go? See https://about.gitlab.com/handbook/product/pricing/#four-tiers --> ### Is this a cross-stage feature? Yes, the admin area and settings page are not tied to any group. <!-- Communicate if this change will affect multiple Stage Groups or product areas. We recommend always start with the assumption that a feature request will have an impact into another Group. Loop in the most relevant PM and Product Designer from that Group to provide strategic support to help align the Group's broader plan and vision, as well as to avoid UX and technical debt. https://about.gitlab.com/handbook/product/#cross-stage-features --> ### Links / references - https://about.gitlab.com/handbook/support/workflows/account_verification.html - https://gitlab.com/gitlab-com/support/internal-requests/-/wikis/Procedures/GLGL-Report-Authentication (GitLab internal) - https://gitlab.com/gitlab-com/support/support-team-meta/-/issues/1352 (GitLab internal) <!-- Label reminders - you should have one of each of the following labels if you can find the correct ones! Type - for example ~feature ~bug ~documentation ~meta /label ~"feature::addition" ~"feature::maintenance" ~tooling ~"tooling::pipelines" ~"tooling::workflow" per https://docs.gitlab.com/ee/development/contributing/issue_workflow.html#type-labels DevOps stage - for example ~"devops::secure" Group - for example ~"group::composition analysis" Category - for example ~"Category:Dependency Scanning" <!-- Label reminders - you should have one of each of the following labels if you can figure out the correct ones! -->