Ticket closed! Access still needs verification.
The helpdesk ticket can say done. Identity is not done. Who can still walk in — and can you show the last screen matched the procedure you approved?
Situation
Add a user. Remove a user. Reset a role. Unlock an account. Someone records the clicks, or follows last year’s PDF. Then — ticket closed.
The next auditor, the next incident, the next agent run are not asking whether the ticket closed. They are asking: did access actually change the way the procedure says it should?
Pain
Video is not a procedure the next shift can follow. A PDF from three owners ago is not the current version. Not even close.
An agent or a robot reporting “success” is not independent proof that the last screen, the directory, and the approved steps match. False success here is an open door.
How we help
- Turn that recording — or the old procedure — into a reviewable SOP the next shift can actually follow.
- Use the same evidence as a Skill that can run inside the systems you allow. A human stays in the loop when trust matters.
- Keep an independent check of what the screen showed when automation says the access change is finished.