#int - How To Process A Remote ID Verification Ticket

Purpose

This article outlines how to process Remote Identity Verification requests that are created by Biola staff members - i.e., Alumni Engagement, Registrar, etc.

"Client" will refer to the requestor whose identity has yet to be confirmed.

 

Instructions

Review: #int - How to Verify A Client's Identity

Update Ticket Title

  • Edit the title to say "<clientName> - Remote Identity Verification Request" if it is not already.
  •  !  Note: Make sure to use the name provided by the client and not the name you see in 3Keepers.

Move Sensitive Data from Ticket Description

  1. Any and all notifications sent through TDx will include the text in the ticket description - review it for sensitive information and move it to a private comment. This includes any personal information about the client such as:
    • ID numbers, usernames (NetID/@biola.edu), phone numbers, mailing addresses, name wile attending Biola, etc.
  2. The only personal information that can be visible includes any information that was provided by the client themselves.
    • If you're not sure, move it to a comment. 

Contact Client

  • Send the client a link to schedule a Virtual Appointment.
  •  !  Note: Make sure to manually input their unconfirmed email address in the "Other Email Addresses" field when updating/commenting.

After Verification

  1. Provide the client with the information they are requesting.
    • Encourage them to update their personal information in MyAccount.
  2. Add the client to TDx and update their Alert/Notification Email.
    1. How to create a new User in TeamDynamix
      • NOTE: If the embedded form does not load, use the link found at the top of the article.
    2. Find their profile in TDx and input their now confirmed personal email address as their "Alert/Notification Email".
  3. Resolve the ticket.
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