ITIL role being removed from support groups

jdavidmcconnell
Tera Contributor

‎09-13-2023 09:29 AM

We have Support Groups set up with the ITIL role for associates to work Incidents and Requests. 

 

Periodically, we are finding that the ITIL role is being removed from a group. The audit table shows System Admin is doing the removal - but non of our admin team logs in as that user; and we are not doing this manually. 

 

We do have a connector to SailPoint that manages group membership. But our SailPoint team states that it is not their connector that is doing the removal.

 

Has anyone else ran into this issue where roles are mysteriously being removed from groups? It does always seem to happen around the same time. But the days and groups are very random it appears to us.

 

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Anurag Tripathi
Mega Patron
Mega Patron

‎09-13-2023 10:14 AM - edited ‎09-13-2023 10:16 AM

Hi,

Could be a job that runs as 'system admin'.

Also any server side script that runs in system session will have system in the logs. For Eg if you have any integrations that may be affecting this, directly or indirectly.

By indirectly i mean, say there is an update on user when they leave the org, that may trigger some script that takes the roles away form the user when they become inactive.

 

-Anurag
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