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The Customer Service Center is required to verify a customer's identity whenever dealing with account related matters, e.g. a password reset, BoilerKey PIN reset or bypass code, account setup password, etc.  Information can be confirmed either using Purdue Person Search (PPS) or Banner; instructions for both are below.

NOTE:  Customers must either contact the CSC by phone or come to a walk-in desk; career account passwords, admin passwords, or PINs can not be reset by e-mail. <Purdue IT (KN)>

The customer is required to confirm at least 3 of the 5 pieces of information for identify verification prior to a password reset, BoilerKey PIN, or BoilerKey bypass code.

For contacts by phone:

  • Full Name (First, Middle, and Last)
  • Purdue Career Account username
  • Date of Birth
  • PUID Number
  • Any address on file

If the customer cannot confirm at least 3 of the 5 pieces of information above,

  • Staff & Faculty - direct them to contact their department business office to update the info on their HR profile
  • Existing Students - direct them to contact Registrar's Office to obtain or correct the needed info, registrar@purdue.edu 765-49-46165
  • Incoming Students - direct to to contact Admissions Office to obtain or correct the needed info, admissions@purdue.edu 765-49-41776

NOTE:  Employment status with the University takes precedent over student status. Therefore, students that are also receiving a check from the University should follow up with their business office, rather than the Registrar, to update their information.  This would include visiting scholars, post doc, etc.  This can be confirmed in Banner if you see this status (→)





For walk-in customers:

  • Customer must present their Purdue ID card or another form of Government-issued picture ID, e.g. drivers license or passport.

Reasons not to reset a password:

  • If any of the provided information is incorrect.
  • If the customer refuses to provide the information.
  • If you are suspicious or uncomfortable that you are not speaking with the person who needs the reset.

NOTE:  The CSC will only reset passwords for the customer directly.  No third parties (this includes parents).  This is in compliance with FERPA regulations.

Troubleshooting

  • If the person requesting a password reset is located on a regional campus, it is possible that we will be unable to reset their career account password.
    • Per security, each regional campus has at least one or two people at each regional campus help desk who have the ability to reset career account passwords.
  • If there are no proxies listed, ask them to contact their local Tech Support Help Desk for assistance.
  • Prior students/alumni can request a transcript from the Office of the Registrar.

Lookup Using Purdue Person Search (PPS)

  1. Open a web browser and navigate to https://www.purdue.edu/bscc/pps

    NOTE:  Access to PPS is behind a firewall and can only be accessed on a CSC approved subnet.

  2. Log in using your BoilerKey credentials
  3. After logging in, you can search for a customer most commonly using either their Last Name, First Name, or by searching for their PUID.



  4. Click Submit after entering the customer's information.
  5. The search results will likely provide multiple records for the customer in question, as well as other customers that may match similar names.  Find the record that most likely matches and click on the name.
  6. Once the record has been pulled up, you will be able to confirm the required information.  

    NOTE:  The information displayed may show multiple addresses based on the person's past affiliation with the University.  Any address on file is valid.  

Lookup Using Banner

  1. Open a web browser and navigate to https://apps.mypurdue.purdue.edu/applicationNavigator/ 
  2. Log in using your BoilerKey credentials
  3. After logging in, you will need to locate the General Person Search (SPAIDEN) tool.  Click the magnifying glass to search for the SPAIDEN lookup tool in the main search box. <Must use search. The screen below does not have this option on the front page (KN)>


     
  4. Once SPAIDEN is open, you will need to search for a customer primarily using the last 9 digits of their PUID



    • Alternatively, if the customer does not know their PUID
      1. Click the three dots next to the Search box


         
      2. Click Alternate ID Search


         
      3. Enter the customer's Last Name, First Name to bring up a list of records


         
      4. Double click the customers PUID
  5. Once the record has been pulled up, you will be able to confirm the required information.  
    1. Address on file can be found on the Address tab



      NOTE:  There may be multiple addresses on file.  You can click through the different records using the navigation buttons at the bottom of the record.  Any address on file is valid.
       
    2. Date of birth can be found on the Biographical tab

       
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