Faculty/Staff Computing HelpDesk Firstclass Troubleshooting

The Ultimate HelpDesk Firstclass Troubleshooting Documentation

Accounts & Passwords

Faculty/Staff Accounts

When a faculty or staff member calls the Helpdesk for a new FirstClass account, gather the following information and refer the log:

• The name of the person who needs the account

• The department they will be working for and the start date

• Get the contact information so that we can contact the new user with their FirstClass information.

  
  

Name Change

A user can change her name only if her name has changed legally. The only exception is to change her FirstClass name from her nickname to her legal name, or if there is a spelling error. Note the new name and refer the log.

Auditors/Exchange/Cross-Registered Accounts

When an auditing student calls to request a FirstClass account or when a professor calls for that student, please include the following information in the log. Since the student does not have a Wellesley ID card, she will not need to come to the Helpdesk.

1. Full name as requested for the account - check spelling
2. Current email address if she has one.
3. Phone number where she can be reached off campus
4. Name of the course
5. Name of the professor
6. Name of the conference.

After you have gathered this information, transfer the call to the staff-on-duty if it is the auditing student that is calling.

Staff should attempt to contact the professor and confirm the "auditor" status. (If the professor is not readily available, IS will verify before the creation of the temporary account.) The log should then be referred. IS will "flag" the account to delete it at the end of the semester.

Password Resets

Long Passwords: If you hear of anyone who is finding that her/his FirstClass password isn't working since the server upgrade, find out if their password is long. If so, please ask them to enter the first 12 characters only. Once they get in, they can reset their password up to 15 characters.

Do not accept passwords from users. Administrators do not need it. If a user tells you their password tell them that you will not access their account and they should also change it immediately.

Faculty/Staff: If the user has forgotten their password, refer the log to have it reset.

Students: Students need to come to the HelpDesk with their ID to request for a reset. There are no exceptions. Be sure to write the ID number in the log before referring it on. If a student is off campus and they need their password reset, accept the request over the phone and refer the log. IS Staff will then verify the student's identity and work it out.

• Erin Foti, efoti@wellesley.edu
• Information Services
• Date Created: January 4, 2007
• Last Modified: August 20, 2007
• Page Expires: July 1, 2007