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Add a self-service flow to troubleshoot access issues #2629

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evan10s opened this issue Jun 15, 2022 · 0 comments
Open

Add a self-service flow to troubleshoot access issues #2629

evan10s opened this issue Jun 15, 2022 · 0 comments

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@evan10s
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evan10s commented Jun 15, 2022

Help users answer the question "Why don't I have access to <service>?"

I envision this as a self-service, interactive flow similar to Nintendo's page to troubleshoot a Switch that won't turn on.

Some examples of what to include:

  • Ask which service the user is having issues with
    • "I'm having problems accessing the Shared Drive for Battlebots"
  • Check the obvious contenders:
    • Does the service have an account linked?
    • Is the user a member of the relevant team?
    • Is access active?
  • If none of the obvious issues work (sidenote: would be cool to track resolution reasons from this tool), then check service-specific aspects, if relevant:
    • For all services: show the username/email of the linked account and confirm it's correct
    • For Shared Drives: show how to find Shared Drives in the UI
    • For GitHub: check/show user how to confirm they accepted the organization invite
  • If that doesn't work, offer a rate-limited option (e.g., once per day) to trigger a JEDI sync, or direct to #it-helpdesk

It would also be good if we could include an admin-facing, static version of these checks in Nova or even just an admin mode for the user-facing page that lets you pick any user

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