Content Comparison

NOTE: This is approximately the same steps you would take for a user who has never attempted to set up Boilerkey before, and they're NOT currently required to use Boilerkey for CAS logins. They would just use their career account password to log in initially instead of PIN#,9-DIGIT-BYPASS

NOTE: This is the preferred method for setting up a new device, as it doesn't have a timeout on pages, it enables SRT, and shows them how to set up their new devices in the future.

• Using this method, you can take as much time as needed for each step, with some users, this is important.
  
• Using this option, you can get them to enable their Self-Recovery Tool FIRST, then go set up the new device, hopefully reducing future calls.
  
• Using this option, you can teach the user some self reliance by walking them through the process of removing a device and adding a new one rather than doing it for them.
• HOWEVER.... this option is slower... but if it reduces future calls... kind of worth it.
  
  

1. The user has identified themselves as recently getting a new device, or an issue with their device, and not able to use their Boilerkey
2. They either haven't set up their Self-Recovery Tool, or don't know if they have (assume they haven't if they're not sure)
3. YOU will need to do a Purdue Person Search (PPS) Identity Verification
   NOTE: October 2019, only 3 of the 5 data points are required. Bolded ones are preferred.
   
   1. PUID
   2. Username/Alias
   3. Date of Birth (DOB)
   4. Address on Record
   5. First & Last Name
4. Direct them to open purdue.edu/boilerkey in a browser (computer PREFERRED... but not REQUIRED)
   
5. YOU will need to access YOUR Boilerkey page
   1. Go to purdue.edu/boilerkey
   2. Click the "Manage" button in the middle with the gears
   3. Click the link near the bottom "Issue Duo Bypass codes to customers"
   4. Put in their PUID & username, and check the checkbox
   5. You'll receive a 9-DIGIT-BYPASS code (server generated pass codes can be identified by their 9 digit nature)
6. If they're not already there, direct them to open purdue.edu/boilerkey in a browser (computer PREFERRED... but not REQUIRED)
   1. DO NOT have them click on it, but draw their attention to the "Self-Recovery" button below the "Manage" button, we will refer back to it later.
   2. Have them click the "Manage" button in the middle with the gears
7. They will be at a CAS login prompt, have them log in with their username,
   1. Their input for password should be of the form PIN#,PIN#,9-DIGIT-BYPASS (####,#########)
      NOTE: If their PIN has been reset at some point, (can be checked on Catbert), they should instead use the form Career-Account-Password, a comma, 9-DIGIT-BYPASS (####,#########)
      NOTE: If their PIN has been reset at some point, can be checked on Catbert, they should instead use the form Career-Account-Password, a comma, 9-DIGIT-BYPASS (PW,#########)
      
   Once logged in, direct them to set up their Self-Recovery Tool setup
8. Next to the ambulance icon, they should click "Enable BoilerKey Self-Recovery via text messaging"
9. Enter their cellphone number and send a verification code via text
10. Enter the code received into the next page
    NOTE: There have been some issues lately where this fails, about 80% of the time it works the second time, if it still doesn't work by the third time skip this step and send the ticket to ITAP_IDENTITIY_MGMT
    Check the 'Potential Problem ?" checkbox and document the reason for escalating.
They should get the message "The changes to your cell phone settings have been saved"
In the future, they can use the Self-Recovery Tool to set up a new device
11. The Self-Recovery Tool is allows a user to access a stripped down version of the Boilerkey homepage
12. Explain to them how the tool is accessed by clicking the "Self-Recovery" button back on the Boilerkey landing page
The Self-Recovery Tool setup should have opened in a new tab, if they close out of it, they should be back on the Boilerkey homepage
Once they're back on the Boilerkey homepage,
1. Tell them that this is the EXACT process that they will use in the future to set up a new device (once they've authenticated with SRT)
2. Have them click on the option at the top to "Set up a new Duo Mobile Boilerkey" (next to the green square Duo icon)PW,#########)
13. Once logged in, direct them to set up their Self-Recovery Tool setup
    1. Next to the ambulance icon, they should click "Enable BoilerKey Self-Recovery via text messaging"
    2. Enter their cellphone number and send a verification code via text
    3. Enter the code received into the next page
       NOTE: There have been some issues lately where this fails, about 80% of the time it works the second time, if it still doesn't work by the third time skip this step and send the ticket to ITAP_IDENTITIY_MGMT
       Check the 'Potential Problem ?" checkbox and document the reason for escalating.
    4. Once the code is accepted, they should get the message "The changes to your cell phone settings have been saved"
14. In the future, they can use the Self-Recovery Tool to set up a new device
    1. The Self-Recovery Tool is allows a user to access a stripped down version of the Boilerkey homepage
    2. Explain to them how the tool is accessed by clicking the "Self-Recovery" button back on the Boilerkey landing page
    3. Have them go back to the Boilerkey home page by clicking the "Boilerkey Self-Serve" under the black bar at the top of the page.
15. Setting up the new device
    
    1. Tell them that this is the EXACT process that they will use in the future to set up a new device (once they've authenticated with SRT)
    2. Have them click on the option at the top to "Replace a new Duo Mobile Boilerkey" (next to the green square Duo icon)
    3. Step 0: On screen, they'll see their previous device listed with an option to replace. Assuming they're not still using it, click on the device and select replace.
       NOTE: If they are NOT replacing a device outright, on the Boilerkey homepage use the "Add or Remove your Duo Mobile BoilerKeys" to just add a new device outright instead.
    4. Step 1: Make sure that they have the Duo Mobile app installed on their new device (GREEN icon, not the BLUE one)
       1. If it prompts for it, notifications SHOULD be enabled
    5. Step 2: Confirm their PIN
    6. Step 3: Device Managementthe new phone
       1. Remove any existing "Purdue University" keys on the device, they 'll probably key will say 'Reconnect' next to it
          1. iPhones : Tap  Tap 'Edit' in top left corner, and the red icon , or the 3 dots in the upper right of the key, and then delete option to remove the key/account from this device
          2. AndroidAndriod : Press & Hold on "Purdue University" to remove the key/account
          3. Others : Try both of the above methods?
          On the computer, they'll probably see their previous device listed with an option to remove. Assuming they're not still using it, remove the device. (It will just clutter things up)
          1.  
       2. Notifications SHOULD be enabled
    7. Step 2: Confirm their PIN
    8. Step 3: Device Management
       
       1. Have them enter in a new Device Name, it SHOULD be the model of the phone, iPhone11plusiPhone8, GalaxyS7, etc (no spaces, no special characters)
    9. Step 4: Activate  Register the new device via scanning or link
       1. Option 1 : Registering a new device using a computer and your device camera
          1. Tap the "Get started" or "Add account" option on the Duo Mobile App
          2. The app needs to access their camera so that it can scan the appcode, so allow it if prompted
          3. Point the camera at the QR code on screen in order to scan it
          4. It will briefly pop up a message about adding account
          5. Once added, "Purdue University" with a dropdown arrow and a 6 digit code should appear
       2. Option 2 : Registering a device, using itselffrom it's own web browser
          1. If the user is completing the registration process on the device itself,
          2. On Step 4, click the "Option 2" link below the QR code, and follow the on screen directions
       to open the link in the app
    10. Step 5: Testing your device activation
        
        1. The username will just be their regular Career Account Username
        2. The "Boilerkey Passphrase" will be either:
           1. PIN#, comma, 'push' (####,push)
              1. In this case they'll need to tap the "Approve" option on the notification that their phone receives WITHIN 15 seconds of clicking the "Test Boilerkey Authentication" button.
           2. PIN#, comma, 6-DIGIT-CODE (####,######)
              1. The code will come from the DuoMobile app (tap the dropdown arrow next to Purdue University)
              2. You MUST tap the refresh icon EVERY time BEFORE putting the code into the login prompt
    NOTE:
    11. 1. 1. 1. There are no spaces in the Passphrase or Code
    NOTE:
    12. 1. 1. 1. Some phones show the Refresh icon as a key and needs to be
    'toggled' for a new codeIf a user fails to authenticate, only ONE error message is displayed in response "This is not the correct Boilerkey passphrase"
    It LIES, regardless of why it failed, this is always the message it displays,
    13. 1. 1. 1. 'toggled' for a new code
        2. This Login page works like any other CAS login or
    test page, and can be troubleshooted in the same way
    14. 1. test page, and can be troubleshooted in the same way
           NOTE: If they got the phone notification, but the we page said "Sorry, this is not the correct Boilerkey passphrase" It's lying... they just took too long to approve, try again.
    15. Step 6: The setup process is complete, their new device is setup for Boilerkey Authentication
16. Send them on their way, and finalize your ticket for the call.
    NOTE: Ideally when you get off the phone with the user, your ticket should be ready to save. Try to work on it any time you're waiting on the user.
    NOTE: If the user mentioned at all that they already had an open ticket, locate it. If it is still open, update it and resolve it, otherwise, make a new ticket.
    
    1. Ticket header
       1. Title : "Boilerkey - New Device"
       2. Ticket Type : "Service Request"
       3. Submission Method : "Phone" or "Walk-in"
          NOTE: If this was an existing ticket, leave this as it was.
       4. Status : "Resolved" (assuming you resolved it)
       5. Resolution Code : "Completed Successfully" (assuming you did)
       6. Schedule Date : Set for 1 week, 7 days, from now
          NOTE: Do not EVER use the "Current date and time" checkbox, EVER!
    2. Contact Information Tab
       1. User ID: Fill in their username
       2. Press 'Enter' key to auto-fill the rest of the fields on this tab
    3. Issue Information Tab
       1. Category : "Security"
       2. Service : "Identity & Access Management"
       3. Service Offering : "Boilerkey"
       4. Another dropdown should appear when you select "Boilerkey",
          1. Assuming you followed the above process, you should Ctrl+Click to select AT LEAST:
             1. "Boilerkey-Bypass Code"
             2. "Boilerkey-New Device"
          2. If any other issues came up, you'll want to also select them, and elaborate in your tech notes
       5. Urgency : "Scheduled" (should auto-fill)
       6. Impact : "Minimal" (should ALWAYS be selected, Moderate is 40+ people)
       7. Tech Notes : Anything irregular about the call, anything of note. These are a pretty 'standard' call by this point, so usually left blank.
    4. Customer Note
       1. These are a pretty standard and frequent call by this point, you should probably have a Customer Note made up for just this type of call.
       2. Consult with your Supervisor if you don't know how to make a note, or aren't sure what to include in it.
    5. Assignees and Notifications
       1. Assign the ticket,
          1. Using the dropdowns,
          2. Find your team,
          3. Find yourself within that team,
          4. Double-click to assign
       2. Check the "Contact" checkbox on the right so that the user receives your Customer Note
       3. If you feel like the call went well, or above average, check the "Send Survey to Customer" box also
          
          
17. Save the ticket, prepare for your next customer

Click here for a customer note to use on these types of tickets