Help Needed for POC – Suppressing Expiry Notifications and Preventing Access Revocat

[Southsayer]

Hello everyone,

I'm currently working on a Proof of Concept (POC) related to access request management and need some guidance.

Here’s the scenario:

1. I go to the portal and request access to a catalog item (e.g., Microsoft Word) for a duration of 1 year.

2. After the necessary approvals, I am granted access.

3. As the access nears expiry, the system triggers notifications to alert me.

4. Now, let’s say I submit a new request for the same access (MS Word) 5 days before the current access is set to expire.

In this case, I would like to achieve two things:

• Prevent the system from sending expiry notifications related to the previous access.

• Ensure that my access is not revoked, since I have already submitted a renewal request.

How can I configure the system or process to support this behavior?

Any suggestions or best practices would be greatly appreciated.

Thank you!

[Community Alums]

Hello @Southsayer 

How and where you are stored the expiry value? Is your notification getting it from somewhere? Is it custom table?

Thank you

Prasad

[Kieran Anson]

Are you using this in conjunction with SAM Pro? Or is this just purely ITSM? (as this would change the answer) thanks

[Southsayer]

Hi Kieran, this is purely ITSM

[Kieran Anson]

You'd want to track this via a record in the system which captures the user, the application they're accessing, and the end-date of that access.

This could be it's own table, there's also store apps Clear Skye that do this.

I've previously seen a creative use of OOB tables by doing the following

• Create alm_license records for systems you wish to grant access via
• When access is granted via a request, two records are created
• An alm_entitlement_user which links the user to the alm_license
• A contract (ast_contract) record with a custom 'contract model' type that tracks the start and end date
• Contract record linked to User Entitlement

When the contract near's expiration, warnings can be sent to the user. In your use case, these warnings could be suppressed by checking for an active sc_req_item that would renew their entitlement.