Account Maintenance

Account maintenance is approved by Primark managers, and tickets are then raised by the MyServiceDesk team via the 'Service Now' application. Tickets will then be assigned to TariffTel Support who will action the request and provide feedback.

Whenever a TariffTel Support agent replies to your ticket, this should update the MyServiceDesk ticket or send you an email if your email address is included in the To or CC fields on the chain.

Note 1: Accounts should only be accessed by the user the account belongs to. The sharing of passwords and accounts is prohibited due to security concerns.

Note 2: We can only create non-supplier accounts. For any accounts that require supplier access (such as accessing TariffTel to submit products, or accessing SIV to book orders) please contact Primark to assist you.

Account maintenance includes the following categories:

1. Account Creation: Creating a new account for a user.

2. Reactivating Account: Reactivating an account that was disabled so that a user can access it.

3. Disabling Accounts: Deactivating an account and stopping a user from accessing it.

4. Password Resets: Send the user a link that allows them to change their password.

5. Amending Account Details: Changing the email, name, or location linked to an account.

6. Amending User Access: Amending a user's routing access or account profile ID so they can access different departments or functions.

Account Creations:

When you need a new account to be created, you will need to raise an account creation ticket with MyServiceDesk.

When requesting a new account, please include the below details:

• Your full name.
• Your email address.
• The SIV, TariffTel, or Core Browser username of a colleague who has the correct username (this is known as a mirror user).
  
  

We will be able to use this mirror user's account to copy details over to your account.

Once the account has been created, we will email you your account details and provide a password link so you can set a new password.

Note: Password links expire within 3 days of being sent. If not used within this time, they will expire and a new link will need to be sent.

Reactivating Accounts:

When accounts aren't used for extended periods, the system automatically disables the account to revoke the user's access. Users will receive an email informing them that their account is due to be disabled by a certain date if it is not accessed.

When attempting to log into an account that has been disabled, you will receive the following error:

If your account has been disabled, please contact MyServiceDesk, provide your account username and request for your account to be reactivated.

Once we receive your ticket, we will reactivate your account and send an email containing your username and a password reset link. It is recommended that you change your password and then log into your account.

Disabling Accounts:

Accounts can either be automatically disabled by the system if not accessed for a specific period of time, or we can disable them at the request of clients (this is common if an employee leaves the business).

If you no longer require an account, you or your manager should raise a request with MyServiceDesk and provide the username of the account that needs to be disabled.

Password Resets:

Password resets are necessary to secure accounts or to allow users to access them.

If you are unable to access your account due to password issues, please raise a ticket with MyServiceDesk and provide:

- The username of the impacted account.

Once received, we will re-send your account details and provide a password reset link so you can change your password and access your account.

Amending Account Details:

Amending account details allows you to ensure your personal information is up to date. 

You can update your own details via the SIV or TariffTel website under the User Profile page, or you can raise a request with MyServiceDesk for us to update information for you.

The below information can be updated.

Amending User Access:

User access refers to changing department or profile IDs to allow you to use different functions on your account/s.

Amending user access can only be done via Support, so please raise a ticket with MyServiceDesk and provide:

Your SIV/TarifftTel account username.

The account username of a colleague with the correct access that you would like to mirror.

(If you know it) the profile ID or department ID you need to access.

Once we have received the ticket from MyServiceDesk, we will then amend your access. You may need to refresh your page or log out and back in to see changes.