Reference
System
SAAS
SAAS holds the student record. The Help Desk uses it to verify a person against information only they should know, and to confirm whether someone actually graduated before treating them as an alumnus.
AccountsNeeds review
Due for review
This follows a procedure as described, but has not been confirmed against the current system. If what you see does not match, report it.
When you use it
- Verifying a caller who does not populate through normal lookup
- Confirming graduation before starting the alumni workflow
- Searching by ID number or a fragment of a name
Quick reference
- Option 6
- Look up a record. Takes the ID number.
- Option 7
- Issue an OTP. Takes the username, e.g.
JOHNSMITH. - Verification in option 7
- Last four of SSN, date of birth, and ZIP code
- After issuing
- A few minutes to sync into Microsoft
Watch out for
- Option 6 and option 7 want different identifiers — ID number and username respectively. Entering the wrong one is a common stumble.
- A matching name is not identification. Two people share a name — verify with the additional information before selecting.
- Confirm identifiers verbally. Do not copy date of birth, ZIP, or similar into the ticket description.
- No graduation record has two meanings — they may not have graduated, or it may not be updated yet. Direct them to One Stop rather than guessing.
- When SAAS reports no user, copy the exact wording into the ticket rather than paraphrasing.