Access identity becomes mandatory for all users in the UK and Ireland as of the 18th November.
Customers have been warned about this ahead of time.
The migration is absolutely dependent on users being set up with real email addresses, because each user will need to be sent a verification code via email in order to migrate.
Users that do not have access to the inbox associated with their username, will be unable to proceed. In this case, they need to contact their superiors in their business and ask that a new user is made for them using a real email address.
What if someone cannot migrate once migration becomes mandatory, and they cannot log in?
1 - Firstly please be sure all other options have been checked. (ie cache and cookies cleared, are on a stable internet connection, they have checked all their spam and junk folders in the case of not receiving their email, the username is real ect).
2- Switch off the mandatory migration for the entire diary.
This can be done by going to the back office of the diary > features > switch off ONLY the mandatory Access Identity Mandatory toggle. (The toggle called Access Identity Login should remain ON!). See below:
Please note, this will switch off the mandatory migration for all users in that diary. Users will still have the option to migrate, they just will not be forced to migrate.
Any users that would have already migrated will not be impacted and can continue to log in via access identity.
3 - Add the account you have just switched off the mandatory migration to this spreadsheet ---> Access Identity rolled back users and reason.xlsx
Please ensure you add the Diary ID, email of who you are speaking to, the reason why you had to roll back the migration and the ticket to this sheet per customer.
4 - Reply to the customer with the below:
We sincerely apologise for the disruption this has caused.
We can confirm that we have rolled back the mandatory migration for your account now. Your team and yourself can now continue to login as you used to.
Any users that have already migrated will not be impacted by this. You users can still choose to migrate if they wish to.
What do we do if someone reports an ''invalid security token'' from their migration email?
Send Canned response called 'Access Identity - Access Expired Link'
The access email is only valid for 10 minutes. Therefore, if they try and click on the link in the email after the 10 minutes has ran out, they will get that invalid security token email.
What do we do if a customer is reporting issues adding their security password in the diary after they have migrated, and they have security policies in place?
Send canned response called'' Access Identity - Access Pin After Migration when Security Policy is in place''
(For internal context, this happens for customers who have a security policy in place ie they are required to entire their password into the booking process when breaking a rule in the booking journey, see example below:
Once they have migrated, passwords are no longer stored by ResDiary, and therefore, adding their password here will no longer work.
They must use a pin. They would have been prompted to set up a pin once they had migrated, or they can set up a new one by going to settings > your override pin )
What do we do if the user has a fake email address and cannot migrate as they do not have access to their inbox?
Send canned response called ''Access Identity - migration is mandatory and User has a fake email address''
What do we do is a user reports that their password is autofilling in the booking or cancellation process, and is making them unable to complete/ cancel bookings?
Send canned response - Access Identity : Pin auto filling issue
(Please note: there is a guide on how to do clear cache ect per browser here --> Helpdesk : ResDiary
What do we do if someone says they did not get their finish their set up email or Verification code email?
Check sendgrid to check the email has actually been sent.
If it has NOT been sent, please check bounces and blocked contacts in sendgrid and remove if needed. Please also check with the customer that they have access to the email inbox associated with their username.
If the email HAS been sent, advise the customer to check spam/ junk folders and check with their IT team to see if there is a block against the domain that may need to be removed.
What do we do if we get asked what is Identity and why are we doing this?
Please send canned response called ''what is access identity and why are we doing this''