ITSM User Unlock

ITSM User Unlock

by UiPath






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An access management accelerator for unlocking users which integrates with every back end, helping to break through the complexity of a heterogeneous tech stack.



What is a UiPath accelerator?

UiPath use case accelerators are automation frameworks which are custom-built for specific use cases. These frameworks use best practices and pre-built components which can be modified, expanded, and customized based on the needs of each specific use case and customer, enabling faster time to value for your automation programs.

Note: Accelerators are not plug-and-play solutions. The accelerator package codebase contains reusable components that interact with specific systems (e.g., AD, ServiceNow, SAP). These components are meant to be used as a starting point / example for how such components should be built in an actual implementation.

ITSM User Unlock Accelerator

The average IT team manages hundreds of identity and access management tickets per week—and user demand continues to grow. It’s tough for IT leaders to automate this large volume of simple tasks due to the complexity of their tech stack and high number of backend applications, even with modern platforms like ServiceNow.

UiPath has created an ITSM identity and access management (IAM) IT process accelerator for user locking or unlocking that provides a starting point for scalable access management automation. Quickly automate your complex and ever-expanding technology stack with an easily integrated solution that has the flexibility to tie directly into the user request workflow, whether for SAP or Active Directory, or anything in between.

The code in this accelerator package processes a user management transaction in this progression:

  1. Retrieves access requests from an ITSM application.
  2. Routes approval flows for access requests.
  3. Performs updates against targeted systems.
  4. Updates the status of the access request in the ITSM application.

A use case demo video showcasing this solution accelerator can be found here: UserUnlock.mp4



  • Small and well-delimited processes that are focused on a specific task 
  • Clear separation between the logic layer and application layer 
  • Easily customizable based on unique business needs 
  • Reusable component libraries for specific applications including but not limited to Active Directory components for locking or unlocking users, ServiceNow components for extracting incidents and updating incident status 
  • Contains a UiPath Data Service schema for entities that can store process data

Additional Information

Additional Information


UiPath.System.Activities 22.4+ UiPath.UIAutomation.Activities 22.4+ UiPath.ActiveDirectoryDomainServices.Activities 1.3.3 + UiPath.Jira.Activities 2.4.0 + UiPath.ServiceNow.Activities 1.3.3+ UiPath.MicrosoftOffice365.Activities 1.14.1 + UiPath.DataService.Activities: 21.10 +

Code Language

Visual Basic


Windows (.Net 5.0 or higher)



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March 18, 2024

Works with

Studio: 22.4+


Gold Certified




Support on Demand is available only to UiPath Enterprise customers. To access this type of support, you need to have an active UiPath license. More details are available here: Note: Marketplace Support On Demand is not subject to a response SLA, but one should expect a response within two business days.


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