How to unlock cms enterprise portal
EIDM Training Video: Application Helpdesk
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in this training we will review the
application help desk interface we will
demonstrate how to perform various
helpdesk functions such as unlocking CMS
enterprise portal accounts resetting
passwords and providing multi-factor
authentication assistance to begin
please login to the CMS enterprise
portal accept the terms and conditions
and enter your user ID enter your
password and select the MFA device type
to generate your security code once you
receive the code type it into the
security code field and click login
you can access the application search
and enterprise search options from both
the my help desk and view and manage
users links the application search
allows helpdesk users and approvers ie
approvers using the view manage users
link to search for user accounts that
are associated with applications under
their approval authority the enterprise
search allows helpdesk users to search
for user accounts across all
applications irrespective of users
having a role in an application you can
collapse and expand the sections that
display on the application search in
enterprise search pages to view and
manage user information better because
it is a required field in the
application search the application
drop-down list is marked with an
asterisk in addition all fields display
help text and depending on the user's
role this page contains a toggle that
allows them to switch between the
application search and enterprise search
options you can search for a user by
entering their CMS enterprise portal
user ID in the user ID field you can
also locate an account based on other
identifying information such as their
name or email address into the user ID
select an application and click search
locate the account you would like to
manage and click the link in the user ID
column to open the user details page for
the first example I will demonstrate how
help desk users can reset the users
password this function is available
through both the application search and
enterprise search options open the
drop-down list in the actions column and
select reset password please note the
actions drop-down list displays all the
functions available to the role of the
user performing the search depending on
the applications configuration help desk
users can choose to either email a
password reset link to the user or
manually change the users password when
using the email a password reset link to
the user option provide a justification
for your action and click OK to send the
link to the users registered email
address another vacation displays
confirming the password reset was
successful the user will need to click
on the link contained in the email and
follow the instructions for resetting
their password if the application is
configured for help desk users to reset
the users password manually two options
display and the email a password reset
link to the user option is selected by
default the manual password reset option
provides a temporary password for the
user to login to the portal initially
and reset the password upon the login to
provide a manual password reset select
them manually change the password radio
button type the password into the new
password and confirm new password fields
click OK a notification displays
confirming the password reset was
successful please note both the email
link and manual reset options provide
the user with an opportunity to set up
new challenge questions and answers
under their profile this process ensures
that the user can utilize the forgot
password self-service link in the future
to reset the password themselves if you
our helpdesk user who wants to unlock a
user's account select the unlock account
option in the actions drop-down list
please note this function is available
via both the application search and
enterprise search provide a
justification for your action and click
OK a notification displays confirming
the account unlocked successfully click
OK you can verify the new account status
by searching for the same user ID again
next I will demonstrate how help desk
users can disable a CMS enterprise
portal user through the application
search
please note this option is not available
through the Enterprise Search navigate
to the users profile and select the
disabled user option under the users
actions drop-down list provide a
justification for your action and click
OK
and notification display is confirming
the account disabled successfully click
OK if you search for the same user again
you see the user status is now set to
disabled
if you are helpdesk user who has been
granted the appropriate access you also
have the ability to update a user's
profile by changing the level of
assurance this modification may be
necessary in cases where your helpdesk
offers assistance with manual identity
proofing it is a configurable option for
the application search and is a standard
option for the enterprise search after
searching for the user select the
desired user ID to display the user
details page select update Loa select a
new Loa select the appropriate loh ainge
reason from the drop-down list and
provide a justification for the change
click save a notification displays
confirming the account is now updated
click OK notice the LOA and the LOA
change reason have been updated
successfully in the users account
information section
I will now demonstrate how help desk
users and approvers can remove roles and
or attributes from a user's profile
please note there are two available
options for performing this function and
both are configurable by application
once configured these options are
available through the application search
the remove multiple roles attributes
button only displays for help desk users
when they select a role as part of their
criteria search for the users you want
to update and click the remove multiple
roles attributes button that displays
above the results there's a check box at
the top of the column that allows a
helpdesk user or approver to select all
roles and attributes
in addition you can check the boxes for
the roles and their attributes you wish
to remove click the Remove button review
the roles you selected to remove provide
a justification and click OK
alternatively after searching for the
user ID in opening the user details page
select the remove role attributes tab
select the check boxes beside the roles
you wish to remove into a justification
and click OK a notification displays
confirming the selections remove
successfully help desk users and
approvers are also able to view and
manage your users MFA device through
both the application search and
enterprise search to perform this
function search for the appropriate user
account select the manage MFA device
option in the actions drop-down list the
manage MFA device page displays here you
can view the user's MFA ID which should
match their CMS enterprise portal user
ID the user's MFA credential ID displays
to an example of an MFA credential ID is
a phone number registered to a text
message short message service device
type
you can also view the devices
description type status and the date and
time the device was registered the
buttons at the bottom of this page
allows you to unlock or remove an mfa
device from a user's account helpdesk
users can even generate a temporary
security code for users that are having
trouble obtaining one in this
demonstration notice that the standard
OTP device is locked to enable this
device select the corresponding checkbox
and click unlock MFA device a
notification displays and ask you to
confirm your action click OK
the mfa device status column will show
that the selected device is now enabled
to manage multiple devices for users
search the users account and select the
manage MFA device option from the
actions drop-down list you can check the
select all box at the top of the first
column if you want to update all of the
devices you can also select the checkbox
for individual devices click remove MFA
device to delete the selected devices
from the users profile a notification
displays and ask you to confirm your
action click OK the selected devices
have been successfully removed to
generate a one-time security code click
the generate security code button a
notification displays and ask you to
select a justification from the
drop-down list and confirm your action
click OK
the system sends an email to the user
with an mfa security code this called is
valid for one time used only and expires
30 minutes from the time the code is
sent the code also displays in the
helpdesk interface so you can
communicate it verbally to the user if
necessary check the box if you are
providing the code over the phone click
OK there is also a function of the
application search to promote a user's
role this feature is optional and
configurable by organization based
applications only when application
helpdesk user select an application that
supports the promote user as part of
their criteria they'll check this box to
search for users that can be promoted
check box displays below the application
drop-down list you must check this box
to search for a list of all users who
are eligible for promotion to promote a
given user select the promote user from
the users actions drop-down list the
promote user page displays select the
users new role and click promote provide
a justification for your action and
click OK a notification displays
confirming the user promoted
successfully
finally helpdesk users and approvers
have the ability to save their
application search results to add
microsoft excel file after obtaining
your search results click the export
results button a standard window
displays asking if you would like to
save or open the file select the desired
option once you have completed your
desired tasks you may exit out of the
search
this concludes the training on the
application helpdesk interface thank you
for watching
