Build Helpdesk Automation

Helpdesk Automation: Business Requirements Nov 4, 2026 · Fatai This document defines two automated request types: Pepperi credential requests and new SAP user creation. Any other request goes to the L1 helpdesk. 1. Scope In scope • Credential requests (login, password, or access) for an existing Pepperi account. • New SAP user creation, requested from the SAP Accounting team by email. Out of scope • Other software, hardware, and access requests. • Elevated or admin roles. • SAP role assignment and job-title mapping. • Creating Pepperi accounts. • Any task the helpdesk has not delegated to the automation. 2. Intake • Trigger: an email from Spiceworks for a new ticket. There is no polling. • Required ticket fields: ticket number, requester name and email, summary, description, category, and ticket type. • The requester must be an employee on an allowed domain: gmfoods.com, ziyad.com, globalchoicefoods.com, or pepperi.com (see open item 4). • If a required field is missing, email the requester for it. 3. Classification • Credential request: asks for a login, password, or access to an existing Pepperi account. • New user request: asks for a new SAP user. • Anything else, or anything unclear: route to the helpdesk. 4. Workflow 1: Credential request Inputs: the Pepperi account ID and username from the ticket, and the requester's email address. 1. Look up the credential in the data source (open item 1), using the ticket parameters. 2. If the lookup finds no match, route to the helpdesk. If it finds more than one match, email the requester to confirm the account, then wait for the reply. 3. Email the credential to the requester. 4. Update the ticket and write the audit record. Credential values are never written to the ticket or the audit record. 5. Workflow 2: New user creation (SAP) Required: email address (unique ID) and store name. SAP accepts only these two for a new account. 1. Check that both required fields are present. If either is missing, email the requester for it. 2. Check that the requester is a Business Manager or GM Foods employee. If not, route to the helpdesk. 3. Get Accounting Manager approval, by reply or approval record. 4. Search SAP by store name and email address. If a match exists, route to the helpdesk. 5. Email the SAP Accounting team to create the user, with the user's email address and the store name. 6. When the Accounting team confirms creation, email the result to the requester with the Business Manager in CC. Then update the ticket and write the audit record. 6. Shared rules • Ticket updates use Spiceworks email commands: assign, close, and add time. Category, ticket type, and processing result still need a method (open item 5). • Exceptions go to the helpdesk queue, with the reason in an internal note. The helpdesk receives an alert for each exception. • On a system error, retry once. If the retry fails, route to the helpdesk. • Every ticket gets an audit record: ticket number, request type, classification, lookup or match result, approval, action and outcome, and final status. Audit records never contain credential values. 7. Automation levels Scenario Handling Credential request, one match Automated Credential request, more than one match Automated: email the requester to confirm Credential request, no match Helpdesk New user, both fields present, approved, no duplicate Automated New user, a required field missing Automated: email the requester New user with a duplicate, missing approval, or unauthorized requester Helpdesk Anything unclear or not listed here Helpdesk 8. Reporting A monthly report is produced from the audit trail and ticket data: • Volume by request type, with automated and helpdesk counts. • Exception counts by reason. • Median time from ticket creation to resolution. • Failed actions and retries. 9. Open items 1. Data source for credentials: Excel, SQL, SAP, or other. Which system holds the credentials, and which ticket parameters identify the user. 2. Whether a requester may receive credentials for an account they do not own. 3. How the Accounting team confirms creation (reply or other method), and the Accounting team's email address. 4. Allowed domains: confirm whether pepperi.com stays on the list, since it is a vendor domain. 5. How ticket category, ticket type, and processing result are set, since no email command covers them. 6. Accounting Manager approval record accepted, approval timeout, and the approver list. 7. Pepperi account ID format. IDs are 5-digit numbers, with prefixes such as C#, BP, and #. 8. Time to Resolve units in the Spiceworks export (assumed minutes). 9. Whether email is approved for sending credentials. Assumptions • Spiceworks is the system of record for requests and responses. • Intake is triggered by email. There is no Spiceworks API. • Credential values are never stored in Spiceworks or in audit records. Appendix: October 2026 Spiceworks export The export covers 790 tickets, with 761 closed and 29 open. Approximate counts from keyword rules, spot-checked by hand: • 116 Pepperi credential or login requests: Workflow 1. • 37 Pepperi account creation requests: routed to the helpdesk, since Pepperi account creation is out of scope. • 17 HR new-hire and access-change forms: Workflow 2 applies to the new-hire forms. • About 290 alerts and notifications, such as password expiry reports and phishing alerts: not requests, and filtered out at intake.