Help With "Access Request Failed - Multiple Accounts" Notification

Identity Security Cloud (ISC) ISC Discussion and Questions
1

Hello Experts,

I am encountering an issue with the “Access Request Failed-Multiple Accounts” email notification. Specifically, within the notification, whenever an access request fails for a user with multiple accounts, I aim to access the user information (Sailpoint username) to facilitate debugging and resolution. Unfortunately, the current email template lacks any variables that can retrieve user information.

The template in question reads as follows:

Dear ${recipientName}, 

Your request for '${requestItemName}' failed because you have more than one account on the '${sourceName}' source. 

Please contact your administrator for assistance. 

Thanks, 

The ${PRODUCT_NAME} Team

The ${recipientName} variable retrieves the user who initiated the access request. Despite examining the version 1 variables, I was unable to identify any elements that could be included to fetch users with multiple accounts.

Here is the official documentation: Access Request Failed - Multiple Accounts - SailPoint Identity Services

Could you please advise if there is an alternative method to send notifications containing information on users with failed accounts when they possess multiple accounts?

2

I haven’t tried it with this specific template, but I’ve had luck referencing the identity attributes in a few other templates with the following: ${identity.displayName}, ${identity.firstname}, ${identity.email}, etc.

3

@KevinHarrington
In other templates, the variable you have mentioned is working fine. But not in this template. I have checked before. It doesn’t render it in the template. Nothing is working in this one. Also, using ${user.name} also fetches the requester name.

4

The template you are referring to a is a v1 template that has access to these global variables.

To get user information, you will use the ${user} variable.

5

Hi @colin_mckibben , using ${user} variable is pulling all the information of requester. Is there any way to pull the identity information that have multiple accounts? That way we can troubleshoot users who have multiple accounts via notification.