HD Accounts: Claiming Non-Primary Accounts (ETS Internal)

Summary

The IAM and Domain Services (AD) groups have a new process for non-primary accounts (pool, secondary, service, admin, kiosk, etc. accounts), whereby these types of accounts will be claimed using the same process as regular, primary accounts. For new non-primary accounts created from June 14, 2024 onward, they will also be able to reset/recover password using the usual process.

After these account requests have been approved and the accounts have been created, the ticket (usually an AMS ticket) will be assigned to Help Desk (follow-up) from Group: ET&S OBS - Domain Services (AD) (usually from Tony DiTulio or Tim Clark) for us to notify the customer of their new account information and give them instructions for how to claim the account.

To support this we have a Ticket Response Template in TDNext called:  Acct/Pwd* – Claim Non-Primary Acct/closing

 

Using Response Template for Claiming Non-Primary Accounts

This Ticket Response Template is a little different from most because we have to copy/paste information from the ticket feed into our response before we send it.

Step 1 - Update the ticket and select the Acct/Pwd* – Claim Non-Primary Acct/closing response template.

Step 2 - Carefully copy/paste from the notification in the ticket feed into the template.

  • Sample ticket feed from Domain Services (AD) group:

Sample ticket feed with DATA SUMMARY highlighted.

 

Step 3 - Replace everything in the response template that has "<<   >>" around it, including removing the pointy brackets "<< >>". 

  • There are FOUR places you need to paste - one for the Account Owner's first name in the Salutation, and three where you paste the Account Name itself. They are highlighted in the sample below.

Step 4 - Be careful - Account Owner is not necessarily the ticket Requester. Make sure to address the note to the Account Owner's First Name, copied from the message in the feed.

Step 5 - Keep the bold and italic formatting in the response, if possible. The customer should see, for example, svc_usnh_mem_adscpts@usnh.edu all bold.

  • Sample ticket response template showing where to paste values from the ticket feed:

Screen shot of ticket update editor with response template text highlighting the text that needs to be replaced.

 

Step 6 - Also be sure to Notify only the Account Owner's email address - NOT everybody on the ticket. This update should go ONLY to the Account Owner's email address.

Step 7 - Close the ticket with the notification, unless there are other special instructions in the ticket, in which case, follow those instructions.

 

Need additional help?

If you have questions or need additional help with these topics, please reach out to your Team Lead or supervisor for assistance.

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