Multi-factor Authentication (MFA) Handling Information adds an additional level of authentication to the NetID Login service to provide extra security.

• Service Users: Current UW-Madison faculty, staff, students, and senior guest auditors are currently licensed.

• Availability: 24x7

• Server Information: Cloud application

• Unique Support Conditions: See supported devices here: MFA-Duo - Supported Mobile Versions

Select an appropriate service, category and subcategory.

• NetID Multi-Factor Authentication (MFA)

  • Multi-factor Authentication (MFA)
    • Bypass Code Request - Use for bypass code request issues only
    • Eligibility: Use for issues/questions related to user eligibility for MFA
    • Exemption Request: Use for exemption request issues only
    • Mobile Device First Time Setup: Use for issues when a user is setting up MFA on their mobile device for the first time
    • Mobile Device Push Issue: Use for issues related to MFA push notifications on a mobile device
    • Mobile Device Reactivate Duo Mobile: Use for issues related to the reactivation of the Duo Mobile app on a mobile device
    • Mobile Device Registration Issue: Use for issues related to mobile device registration for MFA
    • Token Code Generation Issue: Use for issues related to the generation of passcodes on an MFA token/fob
    • Token First Time Setup: Use for issues when a user is setting up MFA for a token/fob for the first time
    • Token Registration Issue: Use for issues related to token/fob registration for MFA
    • Token Resynch Issue: Use for issues when the user and/or support staff are unable to resynchronize the users token/fob

For ALL incidents, gather the following minimum required information:

Clear, detailed description of the problem

Complete customer contact information

Fill in all relevant text fields and select appropriate dropdown responses from the MFA Specifics section below the subcategories

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

Please fill out case specifics in WiscIT after classifying the case.

Click the text box to select all, copy with Ctrl+C.

Example Case:

• What URL is the caller trying to access: https://email.wisc.edu
• If Fob Resync issue, VERIFY TOKEN IS REGISTERED TO NETID IN LDAP: verified

Add notes as needed, otherwise should be "N/A"

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.

After-hours should use same processes as business hours. Please use CMDB contact information for support escalation.