Effective 02/01/07, the ITCS Help Desk will no longer reset PirateID Passphrases over the telephone. Callers to the ITCS Help Desk will be asked to used Signup to reset their Passphrase or provide proof of their identity before their PassPhrase will be reset. This change is required to insure the identity of the person requesting their PassPhrase to be reset.
Details of Upcoming Changes:
1. The ITCS Help Desk will stop performing PirateID account PassPhrase reset requests from call-in requestors after 2/01/2007. After this date, persons requesting a PassPhrase reset must prove their identity before any action is taken on the account.
2. Until 2/01/2007, ITCS Help Desk will encourage users to use Signup self service web page (changed to PID) to change their PassPhrase. They will also inform users that call-in resets will no longer occur after the 2/01/2007.
3. ITCS has changed the name of the Signup self service web page to pirateid.ecu.edu (PID) and prominently displayed it on ECU home page and ITCS web pages.
4. ITCS will replace Signup with PID on all emails and communications.
5. ITCS will increase awareness of the PID as the method of PassPhrase resets and the upcoming changes to the reset process. Various communication methods such as e-mail, technology digests, awareness campaign, team meetings, etc will be used.
6. The PID will be the accepted method of PassPhrase reset effective 2/01/2007. After 2/01/2007, requestors will use the web interface at pirateid.ecu.edu (PID) to reset a forgotten PassPhrase. This option is available 24x7. Currently, the PID solution requires advance registration. All call-in requests will be directed by the Help Desk to the PID web site. Where users have not registered in advance, they will be required to use the “walk-in or off campus” method.
7. If users have not registered in PID after the 2/01/2007, they are required to use the “Walk-in” reset method. Requestors will bring ECU One Card or another legal photographic proof of identity to one of the following locations: (Walk-in IT Help desk – Austin 103, West Campus location TBD). Once positive identification has been confirmed through photographic identification, the lab supervisor (or designated person) submits a Service Request on behalf of the requestor.*
8. Off-campus resets: Requestors located off-campus (e.g., Distance Learning students) who cannot use PID may download and submit an approved form, then fax or e-mail the completed form along with a scanned legal photographic proof of identity to the ITCS Help Desk. The Help Desk staff will generate a Service Request and upon supervisor approval, reset the PassPhrase. This method would have some delay time as the fax is received and the ticket is processed by Help Desk staff.*
9. Requests to reset departmental account passphrases will be made via the Service Request system. The requestor’s authority to request a PassPhrase change will be verified by help desk staff using existing procedures prior to action on the account.
10. ITCS will investigate the feasibility of applying the PirateID reset recommendations to other centrally-managed systems (Telephone, MVS, IDX, BANNER, etc.). Call-in requests will be prohibited unless there is an approved documented alternate method of insuring the caller’s identity.
An additional benefit to prohibiting call-in PassPhrase resets is a significant reduction in the number of calls to the ITCS Help Desk. Almost one-fourth of the tickets opened during the 2005-2006 fiscal year were for PirateID account PassPhrase resets.
· Total tickets opened: 57,146
· Total calls for PirateID account PassPhrase resets: 13,650 (24%)
· Calls that have signup (PID) registration now: 11,520
· Calls where user was registered in signup (PID) at the time of request: 6,038.
*NOTE: Clients will be informed if Drivers Licenses are used for photographic identification, that the number on the card needs to be masked before faxing or emailing to ITCS.
Contact streeterm@ecu.edu for comments or questions concerning these changes.
