Boilerkey Field Update for Tickets

Team,

A new field will be added to tickets that are classified as BoilerKey (Security > Identity & Access Management > BoilerKey).  This field, called Service Action, will help us collect more detailed specifics about the type of BoilerKey work that is being done, to provide better direction on improving the service and reducing support calls.

The field will include the following options and is a multi-select field, meaning if you provide a bypass code AND help setup a new device, you'll want to select both options.

• BoilerKey-Initial Setup Assistance
• BoilerKey-New Device
• BoilerKey-Physical Token Request
• BoilerKey-Physical Token Replacement
• BoilerKey-Physical Token Resync
• BoilerKey-Bypass Code
• BoilerKey-CAS Login
• BoilerKey-PIN Reset (edited)
• BoilerKey-Forgot / lost Device
• BoilerKey-DUO Mobile App
• BoilerKey-DUO Service
• BoilerKey-Password Reset
• BoilerKey-How to
• Other