← Customer 13160449

#36937 Bekah's system access for out of country

Resolved 2 Normal Created Jan 13, 2026, 3:10 PM Resolved Jan 20, 2026, 8:10 PM
System (internal) Jan 13, 2026, 3:10 PM 
Created from Lead: https://artichoke.shield.syncromsp.com/leads/38559065/convert
Check-in (internal) Jan 13, 2026, 3:10 PM 
Peet:

Bekah is on a cruise traveling to Curacao and Aruba right now. I know she contacted you last week to make sure she didn’t lose system access during this trip but, apparently, it didn’t get set up and she has now lost access. Could you, please, correct this as soon as possible?

Sean.

Sean Morris

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235 E. Pine, P.O. Box 9440

Missoula, MT 59807-9440

(406) 721-4350

(406) 721-6037 (fax)

www.wmslaw.com

Offices in Missoula and Bozeman, Montana

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Artichoke Support - Peet (internal) Jan 13, 2026, 5:58 PM 
It's definately configured. I'm checkin the logs now.
Artichoke Support - Peet (internal) Jan 13, 2026, 6:09 PM 
I think there is an issue with the way the countries have been applied to the conditional access policy. I've rearanged the grouping and the What-If policy test shows that Bekah should be authenticating correctly from Auruba and Curaçao.

Bekah, please do reply to this if possible.

Thanks.Peet
customer-reply (internal) Jan 13, 2026, 6:17 PM 
I understand this did not work.

Sean.

From: Artichoke Support - Peet <[email protected]>
Sent: Tuesday, January 13, 2026 11:09 AM
To: Sean Morris <[email protected]>
Cc: [email protected]; Bekah Wilson <[email protected]>
Subject: Bekah's system access for out of country (message id: 103708357)
Artichoke Support - Peet (internal) Jan 13, 2026, 6:24 PM 
Looks like her authentication is coming from a Bogota, Columbia IP address. Has she reached her final destination or is she still traveling?
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customer-reply (internal) Jan 13, 2026, 6:25 PM 
She is on a cruise so I think I would say she is traveling.

From: Artichoke Support - Peet <[email protected]>
Sent: Tuesday, January 13, 2026 11:24 AM
To: Sean Morris <[email protected]>
Cc: [email protected]; Bekah Wilson <[email protected]>
Subject: Bekah's system access for out of country (message id: 103708357)
customer-reply (internal) Jan 13, 2026, 7:14 PM 
Looks like you got it fixed.

Thank you, Sean.

From: Artichoke Support - Peet <[email protected]>
Sent: Tuesday, January 13, 2026 11:24 AM
To: Sean Morris <[email protected]>
Cc: [email protected]; Bekah Wilson <[email protected]>
Subject: Bekah's system access for out of country (message id: 103708357)
Artichoke Support - Peet (internal) Jan 13, 2026, 7:24 PM 
It's in order as long as the originating country for traffic is Columbia, Auruba or Curaçao. Auruba and Curaçao (and the US) were in place but Columbia was added today. Cruises add a layer of complication to out of country access. Many/most cruise lines use StarLink now with US based IP's but some still use IP's from its home port.

If access issues arise, please let me know.

Cheers.Peet
Ticket Automation (internal) Jan 20, 2026, 8:10 PM 
Automation AutoResolve-Waiting for Customer ran on this ticket. Actions: Change Status to Resolved