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HelloID

Manually resolve issues

The following table suggests ways to manually resolve discrepancies between the state of entitlements in HelloID and the actual accounts and permissions in a target system.

To detect these issues, first Set up reconciliation.

When you mark Issues in a reconciliation report as resolved, instead of selecting one of the other Actions, you can fix these issues yourself by making the necessary changes in the source system, target system, and/or HelloID. If you don't, the issue will reappear in the next report.

Table 1. Resolutions

Issues

Resolution

Account relates to multiple persons

Check which person(s) the account is linked to in HelloID: View a person's target accounts.

If it is not linked to the correct person, or linked to multiple persons, Unmanage the account, and Manually correlate an account to a person.

Check the correlation value of the persons in the source system and of the account in the target system and correct them if necessary.

If the persons are actually the same, you can Manually merge persons.

Tip

The person that has the account entitlement should become the main person first. Then, if the person data of another person are to be leading, Manually replace a main person in a merge set.

Person relates to multiple accounts

Check if an account is linked to the person in HelloID: View a person's target accounts.

For the other account(s), check whether they are unmanaged or linked to another person in HelloID.

You may need to Unmanage a currently linked account, and Manually correlate an account to a person.

Account unmanaged

Account missing

If an account should be correlated to a person in HelloID, make sure the correlation values match. See Manually correlate an account to a person.

Sub-permission unmanaged

Account missing

Permission unmanaged

Permission missing

Account incorrectly has access

Account incorrectly has no access

Make changes to the person in the source system, or to the relevant Business rules, to ensure the person is in scope - or not in scope, depending on the desired outcome.

The business rules that apply to the account and/or person are visible on the Rules tab when you View issues. Click the Edit Rule button to quickly navigate to the relevant business rule.

If the correlation values and business rules are correct, the entitlement action may have failed; Troubleshoot entitlement actions.

Sub-permission unmanaged

Sub-permission missing

If the sub-permission state in HelloID is correct:

  • Add or remove the sub-permission manually in the target system. HelloID cannot grant or revoke a single sub-permission on a single account.

If the sub-permission state in the target system is correct:

  • Locate the relevant permission set and script(s). A permission set can grant one or more Sub-permissions per standard permission, which is then called a managing permission. If there is an issue with a sub-permission, the name of the managing permission appears in the Actions tab of the issue details.

  • Check the script(s). If the same sub-permission is unmanaged or missing for multiple users, the script may contain an error.

  • Use the Preview button next to the script to view the outcome for one person.

  • Sub-permissions are usually based on a person's in-conditions Contracts data (e.g., the department listed in their primary contract). Out-of-conditions Contract data and other Person data may also be used. Check the relevant source data for the person.

  • If the script uses Person data, check whether other persons have been merged into this person in HelloID. If needed, Manually replace a main person in a merge set.



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