** CCBC IT Helpdesk Staff Guide: MFA Verification Issues **

< !!! INTERNAL USE ONLY !!! >
Not for distribution directly to end user

Overview

This guide assists IT Helpdesk staff in supporting students and employees who face MFA verification issues due to outdated information in the Banner system.

Audience

ITS Staff

Process

Look up the user in TDX 

• Does the user have an existing ticket related to this issue?
  • No, Create Ticket and inquire whether or not they have: 
    • Student - submitted a Change of Student Information form to registrar via email
    • Employee - submitted Personal Information Form (PIF) to HR or Payroll
  • Yes, use the Account Assist Tool to securely verify:
    • The identity of students or employees
    • Accuracy of their account information
    • Add all additional information to the ticket

User has not submitted documents

• Attach appropriate document to the ticket and send to user as a ticket update 
• Student should:
  • Use the Change of Student Information form at CCBC Student Records and Transcripts.
  • Submit forms email to the Registrar's Office via email at ccbcregistrar@ccbcmd.edu
• Employees should: 
  • Complete the Personal Information Form (PIF) available at CCBC SharePoint
  • Submit form according to the instructions provided on the form ( Payroll or HR ). 

User has submitted documents

• Inform students that:
  • Updates take 24-48 hours to be processed by the Registrar's Office
  • Registrar will send a confirmation email when student information has been updated
• Inform employee that: 
  • HR will notify them when the information has been updated

Users should contact Registrar or HR

• If a student or employee's information is not: 
  • Updated within the expected time frame
  • Account Assist Tool does NOT reflect the changes

Escalation

• Issue should be escalated to Applications Group if:
  • we received a confirmation email from Registrar
  • Is visible in the Account Assist Tool
  • Is NOT in the MFA verification window
• Notify Jo Timm in App Dev of the student information update