IIQ: Resending Account Claiming Email (ETS Internal)

Summary

This article has instructions for Help Desk technicians to assist a customer when they did not receive their Account Claiming email when it first went out. The customer may have missed the email, it may have gone to spam, or they may not have access to the personal email address on file in their IIQ record. 

The Help Desk sees more of these calls in the Spring as new, incoming students try to claim their USNH email accounts. A new feature in SailPoint IdentityIQ (IIQ) allows Help Desk staff to easily resend this email to the customer’s personal address on file, or to an alternate email address after ID verification.

Note: While the process below can help the customer to claim their account, the Help Desk cannot update personal email addresses that display in IIQ Source Data Fields.  The customer must update their personal email address on file through the office that owns that source data.  For Student Information, that is the campus Registrar or Admissions office.

 

How-To

Task: To resend the account claiming email.

Instructions

Step 1 - Open IIQ and Locate the Customer

  • Search for the customer in IIQ using their UNH ID or name.
  • Once located, select their identity record.

 

Step 2 - Verify Customer’s Primary Personal Email Address on File

  • In the user’s profile, click the Account Claiming button.

Account claiming button

 

A new window will open, showing a text field populated with the customer’s primary personal email address currently on file.

  • Verify with the customer that this email address is correct for them. If this address is correct, proceed to Step 4 below.

email address

Important: This email address is editable, but you MUST verify the customer’s identity (Step 3 below) before you may edit and send to a different email address.

 

Step 3 - Verify Identity to send a claiming email to a different email address

If a customer requests the email to be sent to a different personal address than the one listed, proof of identity is required. They will need to have a valid government-issued photo ID (license, passport, etc.). Follow the instructions in our article IIQ: Verifying Identity with ID Proofing (ETS Internal)

After the customer's identity is successfully verified, then you may edit the email address in the Account Claiming window to the address the customer requests and proceed with Step 4 below.

 

Step 4 - Send the Account Claiming Email

  • Once the correct address is entered in the Account Claiming window, click Send Email.
  • A confirmation message will appear, and the email will be sent to the specified address.

sending email

 

Notification History

After sending the email, the event will appear in the customer’s Notification History within IIQ for future reference.

 

Further Readings

IIQ: Verifying Identity with ID Proofing (ETS Internal)

 

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.

The Group: ET&S CN - IAM Identity & Access Systems owns the IIQ tool.

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