What is Access Identity?
Access Identity—is our new authentication system designed to offer improved security, better usability, and enhanced access control.
- Full FAQs for Customers can be found in the FAQs section of the helpdesk - HERE
- How to Migration Guide for Customers can be found -HERE
- Video of Migration overview by Jamie available - HERE
What does it mean for ResDiary Customers?
As part of this migration, we will ask you to reset your password and confirm that your email is valid and accessible. This quick and simple step will help us ensure that all users have a secure and verified account moving forward.
What should a ResDiary Customer do before migrating their user in order to ensure continued access to their diary?
To successfully migrate, users must have access to a valid email address. If the email currently associated with their ResDiary account is invalid or they cannot access the inbox, they they will need to either regain access to that mailbox or create a new user account using another valid email address. To create a new user, navigate to Settings > Users > Create New User within your account settings.
What is the process for users with Multiple Logins?
For users with multiple logins, and want to avoid managing multiple email addresses, there is a workaround. While not encouraged, they can use email aliasing by adding +{something} after the username in their valid email address. For example:
user.name@email.com
user.name+login2@email.com
Each login will still need to be migrated individually, but they will all reference the same mailbox.
What happens if a venue updates a user’s email address after migration?
Once a user has been migrated, their email address cannot be changed in ResDiary or Access Identity. The ResDiary user (customer) will need to create a new user with the updated email address in ResDiary > settings > user management > users > create user.
What should a user do if they do not receive a verification email?
There is a resend option available in the migration journey. If the email still does not arrive, users should check their spam folder before reaching out to support. The user can also exit the migration journey and still log in with their existing username and password.
What are the rules for password complexity.
This is displayed when users when they reset password and will be managed by our Authentication service. At the time of writing it is:
- Be at least 10 characters long
- Not be a commonly used password
Will IP restrictions impact migrated users?
IP restrictions will work as normal for migrated user.
What happens if a user who has migrated is deleted? Can they re-register with the same email?
Yes, the user can re-register with the same e-mail. However, the user will need to wait 15 minutes after deletion until that email address will be available to be re-registered as a user.
How does the rollback process work if a user encounters issues during or post-migration?
A user can exit the migration journey at any point and log in with their existing credentials. When they log in next time, they will be prompted to migrate again and will start from the beginning of the journey.
If a user has already reset their password, they must use the new password going forward. However, if they experience login issues, they can contact our support team, who can roll back the migration. This will allow them to log in using their previous credentials until they are ready to migrate again.
Will booking agents and resellers be migrated?
At this time, we are focusing on migrating existing customers in the UK/EU region. Migration for resellers and booking agents will be considered at a later stage.
What if an internal user encounters a 'bad gateway' error?
This is an internal issue that has been identified, and a fix is in progress.
Where can users manage their user within Access identity
They can go here: https://identity.accessacloud.com/
Troubleshooting Access Identity Issues for CSS:
1. What do we do if a user does not receive the email with the verification code in order to migrate?
1. Ask user to confirm email address used, and also ask if that email address is valid, and they have access to that inbox. Ask user to check spam and junk folders for email too.
2. Users can resend the code from the migration page at any stage if needed - see below:
3. Check sendgrid with the verified email address to check if the email has delivered / been sent ect and proceed as normal.
If the access identity email has NOT been sent, proceed to point 4.
4. Raise a jira with subject of ''Access Identity - migration email failure'' with status of high. The user will need to be told to notattempt migration again until this situation resolved.
2. How do I check if a user has already been migrated or how do I rollback a user?
Go to the RD admin back office if the diary and pop to users.
From here, you will see a status column.
Migration status NONE = This user has not migrated yet
Migration status COMPLETE = User has been migrated.
Only when a user has been migrated, do we see an option to ''rollback''. If you click the rollback option - previous migration will be wiped from that user only.
The user will be able to access the diary as before (pre migration) and they will continue to see the migration option and skip passed it (Until mandatory migration is activated!).
3. How do I check if a diary is active for optional or mandatory migration?
In the back office of the diary, please go to features. See below;
These two toggles determine whether the users in the diary will see optional or mandatory migration flows upon login.
(Please do not touch these!)
4. What do I do if someone reports an issue/ error that I have never heard of and do not know what to do?
1. Check the user status in the back end of the diary - see question 2. We need to determine if this user has migrated successfully or not.
2. If the user has NOT migrated yet, but they are reporting an issue specifically with the migration journey - raise a jira with the details. The subject line should include ''Access Identity Migration''.
Tell the user to avoid migration until we can get this resolved with devs.
3. If the user has been migrated, then we will need to rollback the user (see question 3).
A jira will need to be raised with the details regardless of rollback. The subject line should include ''Access Identity Migration''.