Scribd
Upload
117 views6 pages

SAP User Account Unlock Process

The document outlines the 7 step process for raising an SAP user account unlock request through a ServiceNow portal. It describes each step, including selecting the required action and systems. It details the workflow after a ticket is completed, including notification emails sent. It addresses common questions around what to do if the account unlock or password reset does not work as expected.

Uploaded by

Empire Abdo
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
117 views6 pages

SAP User Account Unlock Process

The document outlines the 7 step process for raising an SAP user account unlock request through a ServiceNow portal. It describes each step, including selecting the required action and systems. It details the workflow after a ticket is completed, including notification emails sent. It addresses common questions around what to do if the account unlock or password reset does not work as expected.

Uploaded by

Empire Abdo
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
You are on page 1/ 6

SAP User Account Unlock Process

Ameya Shingne (SAP Security Consultant)


Date: 07.11.2023
SAP User Account Unlock Process

Contents
Steps to raise an account unlock request.............................................................................3
Step 1...................................................................................................................................3
Step 2...................................................................................................................................3
Step 3...................................................................................................................................3
Step 4...................................................................................................................................3
Step 5...................................................................................................................................3
Step 6...................................................................................................................................3
Step 7...................................................................................................................................4
Workflow once the ticket is complete...................................................................................4
What If..?..............................................................................................................................5

SAP User Administration


Last update: 13/03/2024
Page 2 of 6
SAP User Account Unlock Process

Steps to raise an account unlock request


Step 1
Logon to the SNOW portal.
https://dufryprod.service-now.com/

Step 2
Select Account Unlock and Reset Password.

Step 3
Select Global SAP Account Unlock and Password Reset.

Step 4
Select the relevant action required.

Step 5
Choose the required systems where you need the account unlocked/password reset.

SAP User Administration


Last update: 13/03/2024
Page 3 of 6
SAP User Account Unlock Process

Step 6
Click Submit

Step 7
You will be notified about the ticket number created

You can then continue tracking the progress of the ticket through the same SNOW page.
When you receive the following comment from the CAC Automation, you can try to login to
the system.

Workflow once the ticket is complete


You will receive an email as follows once the account unlock/password reset activity is
completed.

You can then login to the system with the newly provided password (if-any will be provided
through a separate email). If you do not have or need a password, you will be notified
accordingly through the same email. Always make sure that you restart your SAP logon
before you try to access the locked system again.

SAP User Administration


Last update: 13/03/2024
Page 4 of 6
SAP User Account Unlock Process

If a password reset is applicable in your case, you will receive an email as follows

You can now try to logon to the system and check if the access works as expected
If it works, you need to reply to the email with Approved
If it does not work, you can reply to the email with Rejected – Reply to the email above with
the following text

SAP User Administration


Last update: 13/03/2024
Page 5 of 6
SAP User Account Unlock Process

What If..?
Q. What if your account has been unlocked as per the email and the access does not work?
A. Reject the resolution of the ticket and someone from the team will help you out.
Q. What if you receive an email with the password and the password does not work?
A. Reject the resolution of the ticket and someone from the team will help you out.
Q. What if you receive an email which says that you do not need a password?
A. Single sign on has been enabled for your user hence you do not need a password
for your user.
Q. What if you receive an email which says that your account is deactivated?
A. You will receive an email with the steps to be followed to raise the account
reactivation request through IAM.
Q. What if you do not login immediately after you trigger the account unlock request?
A. The system might lock you out again automatically hence you will have to raise the
account unlock request once more.
Q. What if you do not know how to reject the resolution of the ticket?
A. Follow the steps below to reject the resolution and add the necessary feedback for
the team to check further.
Q. What if you do not get an update about the ticket status?
A. Check your mailbox for emails received with the request number created initially.
SNOW will always trigger emails to you once the activity is completed.
Q. What if you are unable to use the process at all due to some reason?
A. You can still raise a ticket through the old process and while doing so, please
mention in the description that you are unable to utilize the automation workflow so
that the teak can check this issue further and fix it for you.
Q. What if you need to get your account unlocked in any other SAP system apart from P91,
P81, P71, P61, P51 or PGA
A. You need to raise a ticket through the old process and while doing so, please
mention in the description about the details of the system where you need the unlock.

SAP User Administration


Last update: 13/03/2024
Page 6 of 6

You might also like