Identity Proofing works as follows:

1. A user logs into UW-Madison Profile and navigates to the Security page. In the Identity Proofing section, they click “Submit Request.” 

2. This kicks off a workflow that emails the request to the Help Desk and also creates an Identity Proofing record in Salesforce. 

3. Help Desk agents work the ticket as instructed in UW-Madison Identity Proofing.

4. When the process is complete, the agent logs into Salesforce and updates the user's Identity Proofing record to document completion. This adds the user to the proper Manifest group for provisioning access.

Service Users

The Identity Proofing request feature is located within UW-Madison Profile. It is only displayed to Profile users in the following standard populations:

• Active Paid Employees

• Active Student Employees

• UW-Madison Consultants

• Active Unpaid Employees

Availability

Access to submit a request is always available within Profile. For the process involving HD agents, it is available during LRA or HD operating hours to follow identity proofing steps.  

Server Information

Hosted by Salesforce https://status.salesforce.com/instances/USA650

Unique Support Conditions

• Requirements for Identity Proofing are outlined in UW-Madison Identity Proofing.

• Only certain HelpDesk agents have credentials for providing this service. They must be trained and given access to the CIAM/Profile Salesforce org. (Help Desk LRAs - Identity Proofing within the DoIT Help Desk App)

WiscIT tickets are created as part of the request submission. The incoming subject line will read “Identity Proofing Request.”

If escalation is needed: Select an appropriate service, category and subcategory from the options below.

• UW-Madison Identity Proofing

  • General

    • Feedback
    • Identity Proofing
    • Submit Incident

For ALL incidents, gather the following minimum required information:

Clear, detailed description of the problem
Complete customer contact information

Copy/paste the following additional required information into the WiscIT Description field:

Clear, detailed description of the problem: User's NetID: Complete customer contact information:

None.

Note: This section outlines the full procedure as shared between the Help Desk and SNCC. If you are viewing this doc in the Help Desk KB, steps performed by SNCC Staff will be in italics; if viewing the doc from the SNCC KB, staff should see Help Desk steps in italics.

For a visual depiction of this workflow, see the following image: Process Diagram

1. The Help Desk receives one or more customer contacts for an issue that is identified as a potential outage.

2. HDQA checks the outages page for any related open planned outages. HDQA then chats SNCC via Service Support Chat Room and confirms an outage should be declared.

3. If an outage is identified, SNCC should immediately begin creating an Outage.

4. HDQA receives the Incident from the agent(s) who handled the initial contact(s).

5. HDQA creates a problem in Cherwell by selecting New > Problem. HDQA then fills out the fields in the Identify and Classify section of the Problem with the information they gathered from the Incident(s). For assistance with Problem creation, reference: Help Desk Training - Create a Problem in WiscIT without the Problem Manager or Help Desk Training - Create a Problem in WiscIT with the Problem Manager.

   

6. When the Problem has been created and saved, HDQA clicks the team name in the Owned by pane and assigns the Problem to 'SNCC-Sysops' or 'SNCC-Network' as directed by the service handling doc or SNCC staff.

   

7. SNCC receives the Problem and links the Problem to the Outage from the Problem screen.

8. HDQA links the original Incident(s) and any additional relevant Incidents they have received to the Problem. For instructions on performing this step, see WiscIT - Linking an Incident to a Problem.

9. As calls continue to come in, Help Desk agents should link the Incidents to the Problem themselves. Level 1 agents should simply save the Incident at this stage; do NOT resolve these Incidents or escalate them to HDQA.

10. When the outage is resolved, SNCC will go into the open Problem and select the Resolve Attached Incidents link on left side of screen; this will email all customers that their Incidents should be resolved. The email will direct customers to contact the Help Desk if they believe the issue is still occurring.

    

11. If the problem needs follow-up investigation, SNCC will assign the Problem to the appropriate team.

None.