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To Work This Type of Ticket
- Apply the 'PM.CSC Steam Cirt' quick issue template to the FootPrints ticket
- Change the 'User ID' field on the Contact Information tab in the ticket to the user ID of the account that has been scrambled. It will be listed in the ticket title and customer note.
- Attempt to contact the customer first by phone, and then by email. Phone numbers can be found in Footprints, the Directory, or found by a supervisor/specialist in Banner. If leaving a message, ask the customer to call the CSC at (765) 494-4000 or come in person to the HSSE desk to verify their identity and have their password reset.
- If you are unable to reach faculty at their directory number, they might not have a direct line. Try and contact the school's main office and see if you can leave them a message or get a cell phone number.
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- In the STEAM-CIRT ticket, note in the tech notes that you completed the survey for the customer.
- Follow normal password reset and BoilerKey procedures.
NOTE: Once you have reestablished access to your account, please check and verify bank account information in SuccessFactors, forwards and rules in your email, etc. to confirm no changes were made to your information. - Resolve the ticket.