HD Accounts: Updating Display Name on IT Resources (ETS Internal)

This article has information for Help Desk staff for assisting users whose names do not appear as they want them to in technology resources.

Summary

Background

• Names as they display in IT resources are controlled by the names as they appear in systems of record. 
• Help Desk staff can see these systems when looking the customer up in IIQ.  An example person with all the data sources is username: jhammond
• To fix the problem, the customer needs to work with the office that owns the data to have it corrected.
• The only data IT owns is the "Sponsored" data source (for UNH/USNH sponsored users)

 

Solutions

If there is incorrect information in the following system, then contact the specified office

• Student Information System - appears in IIQ Source Data as UNH SIS, PSU SIS, or KSC SIS 
  • Active Student or Alumni contacts campus Registrar's office to correct the error 
  • Applicant or new, in-coming Student, contacts campus Admissions office to correct the error
• Human Resources System - appears in IIQ Source Data as Workday HR
  • For Legal Name changes or corrections, see the Workday Job Aid - How to Update Your Legal and Preferred Name  
  • Be aware that HR Preferred and Professional Names do NOT update automatically, even after an official name change.  Employee must update this themselves, even student employees.  Details below.
• Sponsored User data - contact the IAM Accounts team to request the desired change. If they are not available, escalate a ticket.  Be sure to include what the old and new name information should be.  Verify the customer's ID and document this in the ticket.  Include good contact information.

If the customer prefers to have a different name display in IT systems:

• Student Preferred Name - Students update their preferred name with the Registrar via the campus-specific method
  • UNH students log into Webcat to update Preferred Name - instructions here: Personal Information and Preferred Name | Registrar (unh.edu)
  • KSC Students fill out the form on this page: Chosen First Names · Diversity & Multiculturalism · Keene State College
  • PSU Students fill out the form on this page: Change of Name Form which is submitted to the PSU Registrars Office per the contact information on the bottom of the form.
• Employee Preferred and Professional Name:
  • All employees of USNH, including student employees, have a specified Preferred Name and may have an optional Professional Name
  • Preferred (Chosen) Name and Professional Name (if present) are visible in IIQ at the top of the Source Data columns.
  • These names do not update even when HR changes an employee's name in the HR System.
  • Employees must update these names themselves through Workday  
    • Instructions in this Workday Job Aid - How to Manage Your Personal Information  
    • Additional info in this Public FAQ: Article - Professional and Preferred Names, Gender Identity, and Personal Pronouns FAQ
• Sponsored User data - contact the IAM Accounts team to request the desired change. If they are not available, escalate a ticket.  Be sure to include what the old and new name information should be.  Verify the customer's ID and document this in the ticket.  Include good contact information.

 

Outcome

After the name is updated in the system of record or the preferred name request is processed, it normally takes 24-48 hours for the new name to synchronize across all IT systems.  If after this time the customer still doesn't see the desired result, they should reach back to the Help Desk so we can troubleshoot further.

 

Further Readings

• Workday Job Aid - How to Manage Your Personal Information  
• Article - Professional and Preferred Names, Gender Identity, and Personal Pronouns FAQ