Background

Occasionally the Help Desk receives calls from administrative staff who need to know another user's NetID in order to grant access to NetID-restricted departmental applications and services. These requests usually occur prior to the start date of a new employee, so the user themselves may not be available for identity confirmation.

Providing an individual's NetID to administrative staff

For administrative customers with a stated work-related reason, Help Desk agents may provide individuals' NetIDs without requiring authentication. Examples: a manager needs to add a new employee to a Google Shared Drive, an administrative assistant needs to add an employee to a resource calendar, etc.

• Agents should verify an administrative customer's title and department within the NetID Utility to make sure their department aligns with the department of the user they are requesting the NetID for. Administrative customers will have a title similar to administrative assistant or HR assistant/manager.
  • There may be times where administrative staff ask for the NetID of a user outside of their department; this may happen for reasons such as the need to add an alternate host to an event in Zoom.
• Administrative customers will need to provide a work-related reason for their request. Agents should let customers know that a reason is a requirement. Agents should document the given reason in the description of the WiscIT case.
• In addition, agents should inform the customer that anyone who manages access to a NetID-secured application can apply for access to a NetID lookup service. This service is detailed in NetID Login Service - Authorization and Access Control, which is internally accessible and contains instructions to anyone seeking access to the NetID lookup tool.

Case Content

Agents receiving calls of this nature should indicate the customer's stated reason for access in their case notes (e.g., "Customer Bucky Badger called requesting Brock Badger's NetID to provide him access to the Athletic department's mailing list and Zambino requisition utility").