Adobe/AEM Access Request Process for Non-Employees
Note: If you already understand the 2-step process for getting network and Adobe/AEM access, then you can go directly to the IT & Digital Support Center and click on the Request Access button.
CSH employees can be provided Adobe/AEM access as detailed in Step 3 below. As of 1/9/22, for non-employees who don’t already have a CSH account, to view the Resource Hub and/or be provisioned for Adobe/AEM environments they need the following:
- A CSH account (Infor/Active Directory ID)
- Network access (Okta and VPN*)
- Adobe/AEM provisioning
Requests must be approved by CSH managers or sponsors for active directory and network access. Because of this, the most expedient method is for CSH staff with this authority to submit the requests for the non-employees, or to formally establish a surrogate for these requests so the support desk doesn’t have contact the sponsoring manager.
Requests are a two-step process, involving two different entities:
- The CSH Identity Management team for a CSH account and Okta/VPN membership
- The Digital Support/Zendesk system for the Adobe provisioning
*Note: A VPN tool is usually provided by the non-employee vendor’s office, and that vendor’s VPN access should have already been established. If the individual user needs a VPN tool on their machine, a CSH sponsor/manager needs to request this by going to the IT & Digital.Support Center. ITD will work with the user to install this on their machine. (This should not be standard practice; the vendor should normally provide an approved VPN tool for their staff to access the CSH network.)
Step by Step
1. Authorized CSH requester goes to IT & Digital Support Center and selects the Request Access button. Request a CSH active directory account and Okta membership for the user(s).
Note: Depending on the requester’s profile, when they click this button they’ll be taken to one of several request tools, but all of them submit the request to the Identity Management group.
(Optional) If the vendor doesn’t already have VPN access established then a CSH manager or approved PM will have to request that CSH ITD install a VPN tool on the user’s machine.
Note: For compliance reasons, neither the ITD & Digital Support Center nor Digital Support teams can take requests for groups of users.
2. Support Center provides CSH requester the non-employee’s account information, including their CSH email.
At this point the user should validate their network access by going to the Resource Hub. If they can access the Hub then they have network access. This finishes the first part of the process.
If the user can’t view this site, then contact IT & Digital Support Center to have them to complete the request.
3. Authorized CSH requester submits the required Adobe/AEM access request to Digital Support using Zendesk, providing the user’s CSH email as requested on the form.
4. Digital Support team notifies the requester that the non-employee’s Adobe provisioning is complete, and the requester notifies the user.
The user should access the appropriate URLs to validate their access and permissions to the requested Adobe environments.
If the user can’t access the required AEM environment properly, then follow up with the Digital Support team through the Zendesk ticket to have the issue resolved.