faq.md

@@ -73,29 +73,36 @@ The procedure and detailed information are provided [here](https://doc-si.inria.
 
 ## How to convert a user account from internal to external
 
-When a user is leaving Inria, the gitlab account cannot be used anymore. Two situations can occur. In both cases, information needed in the ticket is :
+When a user is leaving Inria, the gitlab account cannot be used anymore. 
 
-* the name/firstname/login of the person leaving Inria,
-* the external email that will be used as identifier and for password recovery,
-* the name of the sponsor at Inria and
-* until when the account is needed (maximum is 3 years).
+Two situations can occur :
 
 ### The user is still at Inria
 
 Before leaving Inria:
 
-* open a ticket requesting to convert the account, providing the information mentioned above.
+* The user him.herself open a ticket requesting to convert the account, providing the information mentioned below.
 
 ### The user has already left Inria
 
-* Only an Inria administrator of a project the user was contributing to can ask for the account conversion.
-* The administrator open a ticket requesting to convert the account, providing the information mentioned above.
+* The sponsor open a ticket requesting to convert the account, providing the information mentioned below.
+
+In both cases, open the ticket on helpdesk.inria.fr in the category "Demande sur GitLab". 
+
+Required Information in the ticket is :
+
+* the name/firstname/login of the person leaving Inria,
+* the external email that will be used as identifier and for password recovery,
+* the name of the sponsor at Inria and
+* until when the account is needed (maximum is 3 years).
 
 In both cases, the conversion will not be made in advance :
 
-* the new account will be available when the Inria account is deactivated, which occurs when the Human Resources service closes the Inria account, approximately 3 months after the departure.
+* the new account will be available when the Inria account is deactivated, which occurs when the Human Resources service closes the Inria account.
 * then, when the account has been converted, the user can ask for password recovery using the new identifier and provide a new password.
 
+(For Mattermost, there is no other way than deleting the internal access before adding the new account to each Mattermost team.)
+
 ## How to convert a user account from external to internal
 
 External users can one day be hired by Inria and ask for an internal gitlab account. In this situation the external account can be converted into an internal one with proper inria email and iLDAP parameters. To do so the user must open a ticket (https://helpdesk.inria.fr/, section gitlab) requesting to convert the existing external account into an internal one, providing: