This article outlines the iSolutions procedure for when staff request the right to download and install KxWelcome.

These requests are handled by the Service Desk team and should only be done with a ServiceNow ticket. If the request is made by email, please reply to the sender that they need to create a ticket via ServiceLine@soton.ac.uk.

KxWelcome installation and access requests process

Workflow diagram

Here below you can see a mermaid diagram representing the whole process.

Please note:

• The alternative description of the diagram here below contains active links to the article or the section mentioned in the picture
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Alternative description of the diagram

Step 1 - Ticket Assignment

A ticket requesting KxWelcome Installation & Access for a staff member is assigned to ServiceDesk.

Step 2 - Authorisation Check

ServiceDesk checks if the person making the request is on the list of authorised persons as published in the section 'Staff members that can grant an Installation Rights request' of this article 

Step 3 - What happens if the requester is or is not part of the staff members who can grant an Installation Rights request

If Yes:

1. ServiceDesk enables application installation rights as explained in the section 'What to do whether a request comes from one of the staff members listed above or not' of this article
2. ServiceDesk informs the requestor that they can install KxWelcome, but they will not be able to use it until app access is granted and implemented by the Residence Manager, as described in the article KxWelcome: granting access for a staff member (section 'Installing KxWelcome Application')
3. ServiceDesk reassigns the ticket back to Occupancy Management and ensures they are aware they need to enable the user’s access to the application.
4. The Residence Administrator grants application access rights as described in the article KxWelcome: granting access for a staff member (section 'Residence Administrator - How to add a new account').
5. The Residence Administrator informs the user they can install and access KxWelcome as explained in the article KxWelcome: granting access for a staff member (section 'Installing KxWelcome Application')
6. The ticket can be reseolved

If No:

1. ServiceDesk resolve the ticket and inform the requester about who needs to make the request. The list of authorised staff members is published in the section 'Staff members who can grant an Installation Rights request' of this article 

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Staff members who can grant an Installation Rights request

Installation Rights can only be granted for a staff member if it is requested in a ServiceNow ticket by one of the following staff members:

• Jo Cook
• Alexander Crooks
• Katie Downie
• Jalessa Drake
• Karl Lickiss
• Ros Lyon
• Caite Mainstone
• Rachel Titheridge
• Lily Ward

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What to do whether a request comes from one of the staff members listed above or not

1. If a ticket for requesting installation rights is submitted by a staff member that is not of these staff members, close the ticket and let them know in the closing note:
   
   1. Installation rights for another staff can only be requested by one of the people listed above. 
   2. The list of people above who can request installation rights for another staff member.
   3. A new ticket needs to be created by one of the staff listed above, asking for installation rights for the staff member.
      
      
2. If a ticket for requesting installation rights is submitted by a staff member that is one of these staff members:
   
   1. Add the staff member to the Active Directory group jfSW_RoomServiceClient_Prod_SCCM
   2. Close the ticket and in the closing note, ask them to read the article KxWelcome: granting access for a staff member section "Installing KxWelcome Application" which explains how to install the application.
      Provide the article URL (https://sotonproduction.service-now.com/serviceportal?id=kb_article_view&sysparm_article=KB0077044) and let them know that they only now have the right to install the application.
      
      
3. A residence team leader or administrator will also need to grant them the right to use the application.

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Related content

KxWelcome: granting access for a staff member