Before
A technician likely worked through several identity administration screens, applied recovery actions one by one, and tracked the results manually. The technician then had to update the ticket and create a separate private handoff for any temporary access code.
How it works
- Receive the approved recovery plan and process each requested account action individually.
- Route supported action types automatically, skip unknown actions, and continue with the remaining plan when an action fails.
- Record the executed actions in the ticket and send the technician a private summary with any temporary access pass.
Workflow details
- Plan intake: The flow starts when a support workflow provides the user, ticket, technician, and ordered recovery plan. It processes each requested action individually rather than diagnosing the account or choosing a recovery plan itself.
- Action routing: Each action is matched to a supported operation: re-enable the account, dismiss user risk after SecOps validation, revoke active sessions, remove a lost Authenticator method, or create a temporary access pass. Unknown action types are skipped and identified as ignored.
- Recovery execution: The requested identity operations are carried out against the target account. If one action fails, execution resumes with the remaining actions so the available recovery work can still be completed.
- Secure handoff: When needed, the flow creates a single-use temporary access pass valid for 60 minutes, opens a private one-to-one chat with the technician, and sends the action summary and pass for verbal communication after identity verification.
- Audit closure: The ServiceNow ticket is updated with the supplied status, comments, work notes, and executed actions. The temporary access pass is explicitly excluded from the ticket, while the technician receives the sensitive recovery detail privately.
What changed
The supplied recovery plan is executed automatically with per-action routing and failure continuation; the ticket receives the audit record, while the technician receives the summary and any temporary access pass privately instead of having the pass written into the ticket.
Work removed
Manually repeating account recovery actions, switching between identity consoles, tracking which actions succeeded, writing the recovery summary into the ticket, and sending a separate private handoff to the technician.
Expected outcome
A supported plan can replace up to five separate manual recovery action executions, plus a separate ticket update and technician handoff, with a traceable recovery record and protected pass delivery.
