This is what a non-compromised disabled account would look like in NIDU:

HDQA Procedure

1. A NetID account is disabled by Security and a case is assigned to the HDQA in the Security Queue.
2. HDQA identifies that the account was not disabled due to being compromised and instead may be a 'HR Request', 'Deceased', "Dean Request" or another non-compromised reason.
3. HDQA should use the customer's NetID to fill the WiscIT Requestor field.
4. HDQA mutes the ticket in WiscIT and Resolves the ticket.
5. HDQA makes a note detailing to agents that the account should not be re-enabled. The note should also include that agents who may interact with the customer should refer to the original journal note from Security on why the account was disabled and who the customer should be referred to.

Non-HDQA Agent Procedure

1. The customer contacts the Help Desk because they cannot login and they are requesting access back to their account.
2. The agent finds the customer's case and identifies the case as a non-compromised Disabled Account.
3. The agent looks to Security's journal note and refers the customer to the person indicated in that note.
   • For example, if the reason for the account being disabled was 'HR Request' the customer should be referred back to their HR. In some instances, there may be specific names of people who the customer should be referred to.

At no point should the Help Desk re-enable the account unless specifically stated that it is OK from Security. Security will re-enable the account only after given authorization from the person/department who requested the account be disabled - again if the customer wants access back to the account, they need to talk to whoever requested the account be disabled. If in doubt, have HDQA chat the CSOC channel in the Help Desk Advanced Support team. As a last resort, you can directly message Bridget Bartell (bridget.bartell@wisc.edu) with any questions, or if it is outside business hours, assign the case to Security-BadgIRT for confirmation or clarification.