Content Comparison

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1.  Inform the user of the Labs Walk-up Help Desks, and that this is where they may collect the physical token. Labs currently maintains two such desks. Their hours and locations are (in no particular order):
   <Fall 2020 Labs End of Schedule> 
   1. HIKS Undergraduate Library; Monday - Thursday: 8:00am to midnight, Friday: 8:00am to 6:00pm, Saturday: 9:00am to 6:00pm, Sunday: 11:00am to midnight
      NOTE: Closed Summer 2021
   2. WALC - 2nd floor; Monday Monday - Thursday: 8:00am to midnight, Friday: 8:00am to 6:00pm, Saturday: 9:00am to 6:00pm, Sunday: 11:00am to midnight
      
      
   1.  Encourage Encourage the user to request the token from their BoilerKey Self-Service Page. You may need to assist the user with logging in by providing a bypass code. Perform this step as you normally would (verify identity, etc.).
      
      
   2.  Create Create a ticket for the user, classify as Security → Security → Identity & Access Management → BoilerKey → BoilerKey → Physical Token Replacement (or) Physical Token Request (as appropriate).
      
      
   3.  Include Include in the customer note that pickup will be at WALC or HIKS with the hours above. 
      
      
   4.  Assign Assign to yourself, and resolve the ticket.

   
   

   Users are able to request that tokens be mailed to them.  These , they will receive instructions via email on how to make such a mail request when they submit a token request via the above method.  
   These requests are handled by Carol Funkhouser and occurs occurs approx. once per week.  It However, it will be invariably quicker and more reliable for the user to come to one of the desks in HIKS or WALC to retrieve a new token if possible.