SOP:Freshservice: Admin access

The Admin Access priviligies in Freshservice should only be kept to a few persons within Oatly and in few cases our IT-Partner Fujitsu. In some occasions we may need support from freshworks and for them to troubleshoot they may order freshservice Access.

Roles within Oatly that should have Admin Access are:

Service Owner for Freshservice

Service Delivery Manager

ITSM Advisor (Fujitsu)

To setup or order admin access for a user please contact the ITSM Service Owner (Lucas Hanson).

Lucas will then order the access using this form

https://oatly.freshservice.com/support/catalog/items/72

He will then check the "Admin Role" checkbox to indicate that this is a Admin access that is ordered.

This will need to be Approved by the Service Delivery Manager Henrik Karlsson before the user is then created by the Service Owner.

The Admin Access in Freshservice are also under SOX controls and need to be review once per year.