Single Sign-On Administrator s Guide

Transcription

1 Single Sign-On Administrator s Guide Released 11/22/2013 About this Guide This guide is designed for the people who handle software administrative duties for their agency or organization, and have the appropriate access rights to carry out administrative tasks. It is not intended for end users of this software. If you are an end user in need of assistance, please contact your agency administrator. Document last saved: 11/22/ Vertafore, Inc. and its subsidiaries. All rights reserved. Vertafore, the Vertafore logo, and other trademarks are trademarks of Vertafore and its subsidiaries. Third party trademarks are trademarks of their respective holders.

2 Contents About this Guide...1 Contents...2 Glossary...4 About Vertafore Single Sign-On...4 Supported Products...5 System Requirements...5 For AMS360, Reporting, and eforms... 5 For Engage, PL Rating, Service 24/7, TransactNOW, Credential Manager, and WorkSmart Online... 5 Microsoft Windows 8 and Internet Explorer Run the Upgrade Advisor... 6 Getting Started: For Current Vertafore Customers...7 Prepare for activation of VSSO... 7 Pre-activation check list... 8 Activation check list... 9 Post-activation check list Activate VSSO for your organization Connect products to VSSO Connect AMS360 or PL Rating Connect eforms, Service 24/7, or TransactNOW Connect Credential Manager or Reporting Connect Engage or WorkSmart Online Activate existing user accounts for VSSO Steps for the administrator to complete Steps for the user to complete Getting Started: For New Vertafore Customers...18 Activate new Vertafore products for VSSO Create a new VSSO user account

3 Manage products and users...21 Add and configure products for VSSO user accounts Configure user options for Credential Manager Disconnect a product from VSSO Manage the rights of VSSO administrators Manage user account information Change account name and address Change account password and security questions Change the password expiration duration for all accounts Manage user account rights Grant or revoke administrator rights Remove access to a product Revoke access by disabling a VSSO account Manage organization information Switch between AMS360 agencies Troubleshooting...34 Q&A...35 Do I need to migrate my training agency? In Credential Manager how does the company get updated when there has been a change (e.g. Fidelity just changed to Wright)? How do I reset my password when I fail to enter it correctly? Why am I timing out in AMS360 while logged in via VSSO? Why does a machine that I have not migrated yet keep going to the VSSO sign in page? Do I need to add my existing users to the VSSO console? Do I need to go through the same activation for my other machine I use at home or my laptop that I use at home? Helpful Resources...37 Interactive Walkthroughs My Vertafore

4 Glossary Agency Administrator The person or people within your organization that handle computer administrative tasks, such as software setup. Cookie A small amount of data generated by a website and saved by your web browser. Its purpose is to remember information about you. Original Login Information The product-specific Agency/Account ID, User ID, and Password that you ve used to login to Vertafore products. Single Sign-On A system that allows you to sign in to a set of products with the same user name and password. VIM Previous name for Vertafore Single Sign-On. It stands for Vertafore Identity Manager. VSSO An acronym that stands for Vertafore Single Sign-On. VSSO Administrator The person or people within your organization that handle management of your Vertafore Single Sign-On products and user accounts. VSSO Console The interface used by VSSO administrators to manage VSSO users and connected products for their organization. VSSO users also use it to change their password and answers to security questions. VSSO Status (Activated) The user has a VSSO account and can use it to sign in to this product. VSSO Status (Not Activated) The user must use their original product-specific login information to sign in to this product. VSSO Status (Pending) The customer administrator has activated VSSO for this user. The user will be asked to create a VSSO account or sign in with their existing VSSO account the next time they sign in to this product. VSSO User A member of your organization that is authorized to sign in to your Vertafore products with a VSSO user name and password. About Vertafore Single Sign-On Vertafore Single Sign-On (VSSO) streamlines the sign-in process for customers that use multiple Vertafore products and services, including AMS360 agency databases. It allows your users to sign in to the Vertafore products you use with one address and password, replacing the product-specific login credentials that were previously required. VSSO is a foundational component of the Vertafore Agency Platform. VSSO provides self-service features from one interface, called the VSSO console. For example, all users can use the VSSO console to reset their password and security questions at any time. 4

5 Agency administrators can use the console to manage user accounts, grant or revoke product access rights, reset any user s password, or prevent a user from accessing your VSSO-enabled products by disabling their account. Supported Products Vertafore Single Sign-On supports the following Vertafore products: AMS360 Online (version 7.5 or later) Credential Manager (all versions) eforms (all versions) Engage (version or later) PL Rating (version 3.14 or later) Reporting (all versions) Service 24/7 (for AMS or later) TransactNOW (version 7 or later) WorkSmart Online (version 5.6 SP1 or later) System Requirements To use Vertafore Single Sign-On, your computers must meet the following system requirements: For AMS360, Reporting, and eforms Microsoft Windows 7 Microsoft Internet Explorer version 8 or 9 (32-bit) Adobe Acrobat Reader version 9 or later (required for eforms) For Engage, PL Rating, Service 24/7, TransactNOW, Credential Manager, and WorkSmart Online Microsoft Windows XP SP3 or later (except Windows 8) Microsoft Internet Explorer version 8 or 9 (32-bit) Limited support in the latest versions of Google Chrome, Mozilla Firefox, and Apple Safari 5

6 Microsoft Windows 8 and Internet Explorer 10 Vertafore Single Sign-On Version 1.5 Vertafore Single Sign-On is not supported on computers running Microsoft Windows 8 or Microsoft Internet Explorer 10 at this time. Run the Upgrade Advisor The Upgrade Advisor is a utility that checks your computer s settings and installed browsers to ensure that they meet the requirements to run Vertafore Agency Platform. The Upgrade Advisor provides recommendations to ensure an optimal experience when you use Vertafore Agency Platform products. To download the Upgrade Advisor, please visit this website: After you click the link, you must sign in to My Vertafore to see the download link for the Upgrade Advisor. If you don t have an account on My Vertafore, create one by following the instructions on the website for new users. 6

7 Getting Started: For Current Vertafore Customers The following tasks apply to current Vertafore customers that want to move their existing products and user accounts to Vertafore Single Sign-On. If you are a new Verafore customer, adding a new Vertafore product to your organization, or adding new users that do not have an existing account in any of your Vertafore products, please see the Getting Started: For New Vertafore Customers section of this document. Prepare for activation of VSSO Current Vertafore customers need to follow a one-time process to activate their existing products and user accounts to VSSO. Once your existing products and user accounts have been activated, any new products or new user accounts you add will be done by using the same process as new Vertafore customers. You ll need to make a few key decisions before, during, and after the process. Use the following check lists to think about these decisions and develop a plan before you begin. 7

8 Pre-activation check list Complete these steps before you activate VSSO for your organization. Make sure you have an invitation from Vertafore To activate VSSO, you must have an invitation from Vertafore. Without an invitation, you cannot start the activation process. For more information, please visit Verify that all computers meet the system requirements Run the Upgrade Advisor on each computer. For more information, see the System Requirements section of this document. Identify your Vertafore product administrators Make sure you have a valid administrator user ID, password, and address (if applicable) for each of your Vertafore products. Your agency might have a different administrator for each Vertafore product, so make sure you have the correct information for each product. For AMS360, the administrator s address is the same one that Vertafore uses to send upgrade notification s to your organization. Make sure every user has a valid, working address VSSO uses your address to verify your identity, send you setup instructions, and reset passwords. It s also your user name when you sign in to VSSO-enabled products. So, any user that is activated for VSSO must have a valid, working address. As a VSSO administrator, you can change the address for any account, except your own, at any time. However, another VSSO administrator can change your address for you. Confirm that all carrier credentials used by TransactNOW and PL Rating are up to date Verify that carrier credentials for each user are active and passwords are current. You might want to ask your users to do this on their own and report back if any problems are encountered. Your carrier credentials for TransactNOW and PL Rating will be migrated into the new cloud-based, VSSOenabled Credential Manager, so it s important to make sure that all of your credentials are up to date prior to migration. Register for training We strongly recommended that you sign up for VSSO administrator training. This is a free, online training course with both live and prerecorded sessions. 8

9 Activation check list Complete these steps as part of activating VSSO for your organization. Pick a product to connect first If your organization uses AMS360 and PL Rating, you ll need to pick one of these products to connect to VSSO first. For example, if you want to activate the majority of your users at once, pick the product that contains the largest number of existing user accounts. Identify the address you want to use for your account The VSSO account creation process also creates a VSSO administrator account for you. Initially, the process uses the administrator address for your instance of AMS360 or PL Rating, depending on which one you choose to connect to VSSO first. But, if you want to use a different address for your administrator account, you can have another VSSO administrator change it for you in the VSSO console after your account is created. You cannot change your own address. Keep in mind that it still needs to be a valid, working address. 9

10 Post-activation check list Complete these steps after you activate VSSO for your organization. Don t create new user accounts in the VSSO console for existing users The correct practice is the activate existing user accounts in AMS360, PL Rating, and other Vertafore products for VSSO. This practice saves you time and helps to avoid creation of duplicate accounts that have no connection to the user s existing accounts. Determine how many users you want to activate at a time If you have a large number of users, you can manage disruption by activating small groups of users for VSSO at a time. Another way to manage disruption is to let users get comfortable with using VSSO with one product before you activate another product. Consider establishing a timeline for roll out of VSSO. You can choose your own pace for moving each user. Also, keep in mind that some capabilities, like Vertafore Reporting, require VSSO. So, you may want to activate users who need these capabilities first. Prepare activation instructions for your users After you complete the administrative steps, your users will need to complete steps to finish activating their VSSO user accounts. They ll need to set a password and provide answers to security questions. It s particularly important that users understand one key choice: if they see the Sign In or Create Account page, and they ve already gone through the Create Account process, they should always choose the Sign In option when they see this page, at any time in the future, regardless of the product they are signing into. Otherwise, they might create duplicate accounts in VSSO. It s important to emphasize this key choice with your users. You may even want to schedule a kick-off meeting to announce VSSO and make sure your users know when VSSO is coming and what to expect. In addition, we ve designed this guide so that you can quickly copy and paste the user activation steps into an or other document and share it with your users. 10

11 Activate VSSO for your organization To complete this task, you ll need the following information: Vertafore Single Sign-On Version 1.5 The administrator address for your instance of AMS360 or PL Rating The administrator user ID and password for your instance of AMS360 or PL Rating Your invitation from Vertafore 1. Open your invitation and click the link to get started. 2. On the Get Started page, select the first product you want to activate. If you have multiple Vertafore products, you ll have a chance to connect them later. If the information you entered matches an administrator for the product you selected, you ll be taken to the next step. 11

12 If you see an error, you might need to correct some of the information and try again. If you re sure you entered the correct information, but the system is not recognizing it, contact Vertafore Support for assistance. 3. Next, enter a unique password and a personalized answer for each security question. Make sure your password and answers meet the security requirements. To review the security requirements, click one of the question mark icons You can change this information at any time in the VSSO console. You can change your address, but another VSSO administrator will have to do it for you. 12

13 4. On the next step, confirm or update your name and your organization s information. This information is used to help Vertafore representatives differentiate between customers that might share similar names. Any changes you make to this information will not affect information stored in other Vertafore products. You can change this information at any time in the VSSO console. 13

14 5. Congratulations! You have successfully activated VSSO for your organization, connected your first product to VSSO, and created a VSSO administrator account for yourself. When you click Next, the VSSO console opens. 14

15 Connect products to VSSO Once you ve activated VSSO for your organization and connected your first product, you can connect your other VSSO-enabled Vertafore products to your account. Connect AMS360 or PL Rating To complete this task, you ll need: Your AMS360 Agency or PL Rating Account ID An administrator s user ID and password 1. Go to to open the VSSO console. Or from AMS360, click 360 Toolbox > Vertafore Single Sign-On. 2. Click Manage Products, and then click Connect Product. 3. In the Connect Product dialog, select the product you want to connect, enter the requested information, and then click OK. If the information you entered matches an administrator for the product you selected, then the product will be added to your VSSO account. 15

16 After you connect a new product, you must still grant users access to the product before they can use it. If you see an error, you might need to correct some of the information and try again. If you re sure you entered the correct information, but the system is not recognizing it, contact Vertafore Support for assistance. Connect eforms, Service 24/7, or TransactNOW If you use these products with AMS360, they will work automatically with your VSSO account. There are no special steps to connect them, and they do not appear in the connected products list in the VSSO console. Connect Credential Manager or Reporting If you use these products with AMS360 or PL Rating, they will be connected automatically to your VSSO account. While these products are connected automatically, you ll still need to configure them for each user. To do that: 1. Click Manage Users. 2. Click a user in the list. 3. Click Product Access. 4. Click Add Products, select Credential Manager and/or Reporting from the list, and then click OK. 5. Click the Configure link for Credential Manager and/or Reporting, select the options you want, and then click Save. 6. Repeat these steps for each user you need to configure. Connect Engage or WorkSmart Online If you use these products, they will be connected to your VSSO account by a Vertafore implementation specialist. 16

17 Activate existing user accounts for VSSO Vertafore Single Sign-On Version 1.5 Do not create new VSSO user accounts for everyone in your organization. If you do, you ll end up with duplicate accounts that have no connection to the user s existing accounts in your Vertafore products. Existing user accounts in AMS360, PL Rating, Engage, and WorkSmart Online can be activated for VSSO. Activation helps you manage disruption by giving you a way to activate small groups of users at a time. Steps for the administrator to complete 1. Go to to open the VSSO console. Or from AMS360, click 360 Toolbox > Vertafore Single Sign-On. 2. In the VSSO console, click Manage Products, select AMS360 or PL Rating, and then click VSSO Status. 3. Select the user accounts you want to activate (including your own account), and then click Activate VSSO. The VSSO Status for the users you selected will change from Not Activated to Pending. To select and activate all users in the list, select the check box at the top of the column of check boxes. 4. To change the VSSO Status from Pending to Activated, the user must also complete a set of steps. See Steps for the user to complete for instructions. Steps for the user to complete When an existing account is activated for VSSO, the user is prompted to setup their VSSO account the next time they log in with their original login information. Users will need to enter the address they want to use for their VSSO account, a password, and answers for a set of security questions. Users must complete this part of the activation process themselves because the security answers must remain private and individually chosen. VSSO administrators cannot view or answer the security questions on another user s behalf. 17

18 You can copy and paste the following instructions into an or other document and share it with the users that need to complete the activation process. The following instructions are written for AMS360, so don t forget to change the product name if you re activating an existing account in another product. You ve been selected to use Vertafore Single Sign-On (VSSO) with AMS360, which allows you to sign in to the VSSO-enabled Vertafore products you have access to with the same username and password. The next time you login to AMS360, you ll be asked to either Sign In or Create Account. Please click Create Account, and then follow the instructions to create your VSSO user account. IMPORTANT: After you create your account, please choose to Sign In with Vertafore Single Sign-On to AMS360 or any other Vertafore product whenever you are prompted. Thank You! The user should now be able to move between Vertafore products without the need to sign in and sign out each time they switch between products. Getting Started: For New Vertafore Customers If you are a new Vertafore customer, adding a new Vertafore product to your organization, or adding new users that do not have an existing account in any of your Vertafore products, this section covers how to add these items to your VSSO account. If you are moving your existing products and user accounts to VSSO, please see the Getting Started: For Current Vertafore Customers section of this document. 18

19 Activate new Vertafore products for VSSO Vertafore Single Sign-On Version 1.5 To complete this task, you ll need the following information: The administrator address for your new Vertafore product The administrator user ID and password for your new Vertafore product You should receive this information from your Vertafore account representative. 1. Go to to open the VSSO console. 2. Click Manage Products, and then click Connect Product. 3. In the Connect Product dialog, select the product you want to connect, enter the requested information, and then click OK. If the information you entered matches an administrator for the product you selected, then you ll see that the product is added to your VSSO account. If you are adding AMS360, you ll notice that Credential Manager and Vertafore Reporting are added to the connected products list along with AMS360. This is by design. If you are adding PL Rating, you ll notice that Credential Manager is added to the 19

20 connected products list along with PL Rating. This is by design. If you see an error, you might need to correct some of the information and try again. If you re sure you entered the correct information, but the system is not recognizing it, contact Vertafore Support for assistance. Create a new VSSO user account 1. Go to to open the VSSO console. 2. Click Manage Users, and then click New User. If the user you want to add already has an account in a Vertafore product, please activate VSSO for that existing account instead of creating a new VSSO user. Otherwise, you ll end up with duplicate VSSO accounts. 3. Under User Details, enter the new user s name and address, and then click Save. When you click Save, VSSO immediately sends an enrollment to the address you entered. 20

21 Manage products and users Add and configure products for VSSO user accounts VSSO users cannot sign in to VSSO-enabled products until the product is listed on the user s Product Access tab and the product s status is listed as Configured. 1. Click Product Access, click Add Products. 2. Select the products that the user should have access to, and then click OK. You can add all of your products to the user at once by selecting the check box at the top of the column of check boxes. 21

22 3. For any product where the status is Configure User, click Configure, and then select the appropriate product-specific settings for this user. 4. For products that immediately appear as Configured, it s a good idea to click Configure for these products as well, as they often have important settings that you should consider, such as Credential Manager. See Help in each product for information about these product-specific options. You can set more options for a user by going into each product. 5. When finished, click Save. Make sure the status for the product changes to Configured. 22

23 Configure user options for Credential Manager Vertafore Single Sign-On Version 1.5 Credential Manager lets you store and manage your carrier credentials in a Vertafore-managed cloud service. The service allows Vertafore products like AMS360, TransactNOW, and PL Rating to access your carrier credentials from one secure location, which means you ll no longer need to maintain copies of your carrier credentials under multiple products. Once you are VSSO-enabled, you can use Credential Manager exclusively to change or update company credentials in Credential Manager moving forward. Only users who have been given permission to manage carrier credentials can access the product. If users don t have permission to manage carrier credentials, the VSSO administrator is responsible for managing and updating the credentials for them. For Credential Manager, it s important to select a Permissions option for each user. Once one of the options has been selected, users will be able to use Credential Manager to manage their carrier credentials in the cloud. Disconnect a product from VSSO To disconnect a product from VSSO, you must first make sure that no VSSO users have access to that product. If there are VSSO users with access, you must remove that access first. 1. Click Manage Products, click the product you want to disconnect, and then click Overview. 23

24 2. Click the disclosure triangle to the right of the users activated to sign in with VSSO status line to display the list of activated users for the selected product. 3. If there are users listed, click Manage Users, select a user, click Product Access, and then click Remove. 4. Once all users have been removed from the activated users list, click Disconnect Product. 24

25 Manage the rights of VSSO administrators If you want to spread the administrative workload across a number of people in your organization, you can limit the admin rights of other administrators to just the products they need to administer. For example, if your organization has multiple Vertafore products or databases, and some of them are used only by specific office locations, you can grant admin rights for just those products or databases to an on-site person. When you grant VSSO admin rights for a specific product to another administrator, that administrator has admin rights only within the VSSO console, which means that they can use the VSSO console to add users, delete users, and configure user settings for that product only. This setting does not grant admin rights to all features of the product. The Admin Rights tab appears only for accounts with the Administrator role. To see if an account has the Administrator role, select the account, and then click the User Details tab. Administrators with limited rights: Can see only the products they have rights to administer in the product list under Manage Products, and on the Product Access tab under Manage Users Can connect or disconnect only the products they have rights to administer 25

26 Can remove product access from users for only the products they have rights to administer Cannot change any information on the My Organization tab, including the password expiration duration Cannot delete a VSSO user account if the account has access to any product that the limited administrator does not have rights to administer Manage user account information VSSO users and administrators can change the name, password, and security questions for their account by going to the VSSO console. VSSO administrators can also reset passwords or change the name, address, or role for any account (except their own). However, another VSSO administrator can change an administrator s address or reset their password on their behalf. VSSO administrators cannot see or change a user s security questions or answers. It s very important to have more than one account with administrator rights. To open the VSSO console: Go to From AMS360, click 360 Toolbox > Vertafore Single Sign-On. 26

27 Change account name and address Vertafore Single Sign-On Version 1.5 In the VSSO console under User Details, VSSO administrators can change the name, address, or role for any user or administrator account, except their own. Users can also change their name, password, and security questions by going to the VSSO console. The following image is what users see when they open the VSSO console. 27

28 Change account password and security questions Vertafore Single Sign-On Version 1.5 In the VSSO console, VSSO administrators can reset the password for any account, except their own. To reset a user s password: 1. Click Manage Users, and then select the account you want. 2. Click Reset Password. 28

29 Change the password expiration duration for all accounts All VSSO passwords will expire after a predetermined number of days. VSSO administrators with full admin rights can change the duration of password expirations in the VSSO console, on the My Organization tab. VSSO users are reminded four days in advance of an approaching password expiration. If a user does not change their password before it expires, they will be asked to reset their password the next time they attempt to sign in. The default duration (60 days) is the longest duration period available. Manage user account rights Grant or revoke administrator rights VSSO administrators can grant or revoke administrator rights to any VSSO user account by changing the account s Role. 1. Click Manage Users, and then click the user account you want. 2. Under User Details, click the Administrator option. 3. Click Save. You can grant VSSO administrator rights to as many VSSO user accounts as you want. You can also change the name, address, and role for any VSSO user or administrator account, except your own. However, another VSSO administrator can change your name, address, and role on your behalf. 29

30 Remove access to a product You can use the Product Access tab to remove a user s access to a Vertafore product. To remove access to aproduct: 1. Click Manage Users, and then click Product Access. 2. Click Remove next to the product you want. Vertafore Single Sign-On Version

31 Revoke access by disabling a VSSO account If you need to revoke a user s access to all VSSO-enabled products, but you don t want to delete the account entirely, you can disable the account. If you need to restore access, you can enable the account later. No account information is lost when an account is disabled. Disabling an account does not make product licenses available for other users. To enable or disable an account: 1. Click Manage Users, and then click the user account you want. 2. Under User Details, select or clear the Enable this user to sign in using Vertafore Single Sign-On check box. 3. Click Save. 31

32 Manage organization information In the VSSO console on the My Organization tab, administrators with full admin rights in VSSO can update their customer information, such as their comany name, address, and website URL. This information is used to help Vertafore differentiate between customers that might share similar names. Any changes you make to this information will not affect information stored in other Vertafore products. 32

33 Switch between AMS360 agencies Vertafore Single Sign-On Version 1.5 If a user needs to switch between multiple agencies, they should click Exit in AMS360 and then on the next page, select a different agency from the drop-down list. 33

34 Troubleshooting To completely sign out of a VSSO session, users will need to close ALL Internet Explorer browser windows. VSSO accounts that have not been used to sign in for more than 90 days are automatically set to a disabled state. Disabled accounts cannot be used until a VSSO administrator re-enables the account in the VSSO console. Follow this procedure to re-enable a disabled account. For Engage users, if you grant a VSSO user access to one Engage agency and then decide to revoke it, you can remove their access in VSSO, but you cannot delete that user s Engage account. The account remains in Engage in a disabled state. As a result, if you try to grant the same VSSO user access to a different Engage agency, you ll see an unable to grant access error in the VSSO console. Engage does not allow you to create two accounts with the same address, even when one of the accounts is disabled. If the product username, agency name or agency address of a product you want to add to VSSO contains any of these characters:, $, +,?, >, < please update the product before you attempt to connect it to VSSO. If you use a service that helps you remember and apply passwords to your favorite websites, be sure to update it with your new VSSO sign in information. If you attempt to create a new VSSO account with an address that is in use by another Vertafore customer, you will see an error message that the address is not unique. Please choose another address. If users share a single workstation, each user will need to clear the cookies on the workstation before the next user can sign in with VSSO. Clearing cookies will always return you to the original login page for a product. To use VSSO, click the link to Sign in with Vertafore Single Sign-On. If you use PL Rating, and the address for your VSSO administrator account does not match the address for your PL Rating account and/or your PL Rating account does not have Agency Administrator privileges, you will get an error when you attempt to see the VSSO Status for PL Rating. To fix the error, change your address in PL Rating to match your VSSO address. When a new AMS360 account is created through VSSO, the valid login times for that user are set by default to 8:00 AM thru 5:00 PM Monday thru Friday. To change these settings, you ll need the edit the employee account in AMS360. If you remove the user s access to AMS360 through the VSSO console (via the Remove link on the user account s Product Access tab), the user s employee information in AMS360 is not deleted. Therefore, if you decide to restore that user s access to AMS360, you must first edit the user s employee information in AMS360 to add a User ID and Password (under Security > Login Information), and then in the VSSO console, you must follow the procedure to activate VSSO for an existing account. If you try to restore the user s access by clicking the Add Product 34

35 Q&A Vertafore Single Sign-On Version 1.5 button, adding AMS360, and then clicking the Configure link, you won t be able to set the Short Name to match the user s existing employee information in AMS360, and you could end up with a duplicate employee in AMS360. For more information about changing AMS360 employee information, see the Employee Setup topic in AMS360 Help. Do I need to migrate my training agency? Only if you wish. You will need to set the User to a pending state and go through the onboarding process just like you did for your live agency. In Credential Manager how does the company get updated when there has been a change (e.g. Fidelity just changed to Wright)? Vertafore (TransactNOW Team) updates the name when notified by the Insurance carrier or PLR. You should not have to update anything and your credentials will still be valid. How do I reset my password when I fail to enter it correctly? If you are locked out due to failure of entering an incorrect password at least 3 times in a row, you will be locked out for 15 minutes before you can re-attempt. If you cannot remember your password or it has expired (you did not change it) make sure that you click on the link "Forgot my password" and a new temporary one will be sent via . Why am I timing out in AMS360 while logged in via VSSO? There is an automatic time-out associated with your VSSO account. It is currently set to 10 hours. Why does a machine that I have not migrated yet keep going to the VSSO sign in page? Because someone with a VSSO sign in must have signed in to that machine. You will want to clear cookies on that machine because once you are logged in via VSSO on a machine, the claim has been made for a VSSO User. Clearing the cookies on that machine will free it back up for the user of that machine, and then they will get the global login page. Do I need to add my existing users to the VSSO console? No. That process is for adding NEW Users. Existing employees can activate their existing accounts in VSSO. 35

36 Do I need to go through the same activation for my other machine I use at home or my laptop that I use at home? No. You will sign in using the link from the global login page and then you will need to install the new version of TransactNOW on the machine if you plan to use it. See AMS360 Help for information on TransactNOW 36

37 Helpful Resources Interactive Walkthroughs Interactive walkthroughs are available to help VSSO administrators complete common tasks, such as adding new users and migrating existing users. The walkthroughs can be accessed from the Need Help? button on the VSSO console page. When you click the Need Help? button, you ll see a menu of available walkthroughs. 37

38 Click an item in the list to start the walkthrough. Simply follow the instructions in each step of the walkthrough to complete the task. You can stop the walkthrough at any time by clicking the x symbol at the top right corner of the step. You can also restart the walkthrough at any time by clicking the Need Help? button and then clicking the walkthrough in the list. The walkthrough will stop if you choose not to do a step as instructed. Vertafore Support If you encounter problems or have questions concerning this release that are not covered by this guide, Vertafore Support offers the following helpful resources: Search the Knowledge Base on My Vertafore. Open a case at My Vertafore. 38