We have a group of external users who submit incident tickets via email. Currently, we are creating full user profiles (instead of guest users) to ensure proper email communication when ITIL users respond.
Business Requirement:
For this specific category of users, we want to automate the account lifecycle based on incident activity. The desired behavior is:
Account Unlock:
When a new incident is received from an external user (via email), the system should automatically unlock their account (if it is locked).
Account Lock:
Once the incident is resolved or closed, the system should automatically lock the user’s account to prevent further access until they submit a new request.
This automation should only apply to this defined group of external users (e.g., identified by email domain, user role, or a custom flag like u_temporary_user = true).
Request:
Please provide the best approach or solution (e.g., business rule, flow designer, scheduled job) to meet this requirement.
