Support Category: Account Related >> No Account

           

Specialist Notes:


This information outlines how to process tickets submitted by administrators requesting account creation for an end-user.

You may receive these requests directly from Marcia Morita Sherman (marcia_moritasherman@eisai.com) or Andrew Pachuta (andrew_pachuta@eisai.com) via ticket. When this occurs, no action is required from End-User Support, other than:


  • Updating the contact information with the user’s details, and
  • Closing the ticket once updated.


Marcia and Andrew will complete all necessary steps. They will open a ticket to record the new user being added to the system and request for it to be closed once their process is complete. This ensures that the requests are properly captured and included in the monthly reports.


Please note: There is no ticket template for this process, as it does not require escalation.

             

 NOTES FOR TICKET PROCESSORS! 

These requests go through a (2) step process and do not require any action from End-User Support, other than updating the contact information to the user’s details and closing the ticket. Please note, Andrew Pachuta will let End-User Support know when to close the ticket. 

Step 1: Marcia Morita Sherman must approve the request. Andrew Pachuta will reach out to IT Service Desk, Alkashree Jha and Hameed. Once he receives an update from IT Service Desk, Alkashree Jha and Hameed he will notify the user.

Step 2: Andrew will open a ticket with End-User Support to record the added user and request to close the ticket.


             

Standard Response: