FAQ: UFS Password Self Service System

Transcription

1 FAQ: UFS Password Self Service System ICT Services Document compiled by: ICT Services Servicedesk E mail: Servicedesk@ufs.ac.za

2 Contents Question 1: How do I change my password?... 2 Question 2: I forgot my password, how do I reset it?... 3 Question 3: I cannot remember my answers to my self service questions. What process must I follow to regain access to my user account?... 3 During office hours, Mondays to Fridays, follow this procedure:... 3 After office hours... 4 Question 4: My mobile phone number is not available, incorrect or has changed. Who must I contact to get it updated?... 4 Question 5: I need to update my mobile phone number. Can I do it myself?... 5 Staff can update their mobile phone number by visiting the following website:... 5 Students can update their mobile numbers by visiting the following website:... 8 Question 6: I ve answered my secret questions but have not received my Security Code Question 7: How do I setup or change the answers to my challenge response questions? Question 8: I do not wish to provide my mobile number to the UFS. What options do I have to change my password in the event that I forgot it? Question 9: I receive an error message that there is no contact information for my account when I try to reset my password (SSPR 5036) Question 10: I ve updated my mobile number but the system is still not working FAQ: UFS Password Self Service System Page 1

3 Question 1: How do I change my password? To change your password: 1. Visit the following website: 2. You will be asked for a username and password. Please type your username and current password. 3. Click on Login. 4. After logon click on Change Password. 5. The password change prompt will be displayed as shown below. 6. Please type and confirm your new password. The password rules are: Passwords must consist of a minimum of 8 and a maximum of 32 characters, with at least one capital letter, one lower case letter, a numeral and a special character. A previously used password may not be re used. The following special characters should be used:! # $ % ^ * ( ) { }? < > ~. Examples of strong passwords: Name%work1 $3Ptember B~l00n123 3Xample! (Example replaced E by 3, made X a capital letter and added an exclamation mark) Note: The first time you use the system you will be required to answer 7 simple questions. These questions will assist the system to identify you in case you forget your password. FAQ: UFS Password Self Service System Page 2

4 Question 2: I forgot my password, how do I reset it? To recover your password: 1. Visit the following website: 2. Click on the link Forgotten Password. 3. Answer your self service questions. 4. A One Time Pin (OTP) will be sent to your mobile phone number as registered on the UFS system. 5. Enter the OTP within 5 minutes. 6. The password change prompt will be displayed as shown in Question 1. Follow Question 1 from step 5 to reset your password. Question 3: I cannot remember my answers to my self service questions. What process must I follow to regain access to my user account? During office hours, Mondays to Fridays, follow this procedure: Weekdays: 07:45 16:30 Please report to the relevant venue described below with your staff or student card. Main Campus: Please visit the UFS Student Help Desk at the back of Flippie Groenewoud Building Block F. QwaQwa Campus: Staff need to visit the ICT Services Department. Students need to visit the Media Center LAB. South Campus: Staff need to visit the ICT Services Department. Students need to visit the Library PC LAB. Off Campus: Please call +27 (051) for assistance. Note: The support agents might be very busy and you may need to leave a message. The support agent will contact you as soon as possible. Note: Users requiring telephonic assistance will be asked a number of personal questions to assist with the verification of your identity. After your identity has been verified, a temporary password will be set by the support agent. The temporary password will be send via an SMS message to your mobile number registered on the UFS system. If your mobile number is incorrect, outdated or unavailable it needs to be rectified. The agent will not be able to assist you further in this case. Please see Question 4 for more information. FAQ: UFS Password Self Service System Page 3

5 After office hours Weekdays: 16:30 22:00 Saturdays: 08:00 18:00 Sundays: 09:30 16:30 Holidays: 09:00 18:00 Main Campus: Other Campuses / Off Campus : Please visit the PC Lab (Next to UFS Sasol Library). Please call (051) for assistance. After you receive this password, you will need to change the temporary password immediately by visiting the following website See Question 1 for more detail. The Temporary Password should not be used to login to any system other than the UFS Self service Portal to avoid any further problems. Note: Please also take the time to update or answer your challenge responses on the self service portal as described in Question 7. Question 4: My mobile phone number is not available, incorrect or has changed. Who must I contact to get it updated? You can update your mobile number by following the procedure described in Question 5. If you however forgot your password you must do the following: On site Staff and Students o Follow the process as described in Question 3 to receive a new password. o Complete the process in Question 5 to update your mobile number. Off site Staff and Students o Staff: Contact HR by phoning You will need to complete a form and produce two forms of identification via e mail or fax. The HR assistant will guide you through this process. o Students: Contact Student Services by phoning You will need to complete a form and produce two forms of identification via e mail or fax. The Student Administration assistant will guide you through this process. FAQ: UFS Password Self Service System Page 4

6 Question 5: I need to update my mobile phone number. Can I do it myself? Users that know their current username and password can update their phone number as follows: Staff can update their mobile phone number by visiting the following website: a. Enter your username and password. b. After logon please click on the Change CellPhone Nr button. FAQ: UFS Password Self Service System Page 5

7 c. On the following screen called Personal Info Review click on Add/Change CELL Phone Number d. On the CELL Phone Information page type in your mobile number and Click on Save FAQ: UFS Password Self Service System Page 6

8 e. Once complete review your mobile number for correctness and click on close (X) You have now successfully updated your mobile number. Note: Please allow 24 Hours for your change to reflect on the Password Self Service System. FAQ: UFS Password Self Service System Page 7

9 Students can update their mobile numbers by visiting the following website: a. Please login with your campus username (Student Nr.) and your password. b. After logon please click on Self Service. FAQ: UFS Password Self Service System Page 8

10 c. On the following page click on Phone Numbers which is under the Campus Personal Information section. d. On the next page titled Phone Numbers please modify your Cell entry if it exists otherwise proceed to adding a new Cell entry by clicking on Add a Phone Number. Make sure to set the type to Cell and enter your mobile number without any spaces, brackets or characters. Once completed click on SAVE. FAQ: UFS Password Self Service System Page 9

11 e. You can now logout. Note: Please allow 24 Hours for your change to reflect on the Password Self Service System. Question 6: I ve answered my secret questions but have not received my Security Code. This normally indicates that the mobile number specified on the UFS system is incorrect. Staff members will need to contact the Human Resources Department on their campus and students should contact the Student Academic Services Department on their campus. Please see Question 4 for more detail. If this is not the case and you have verified your mobile phone number, please log a fault with ICT Services Service Desk by phoning or e mail: servicedesk@ufs.ac.za. Question 7: How do I setup or change the answers to my challenge response questions? You can update the answers to your challenge response questions by visiting: a. Please type your username and password and click the login button FAQ: UFS Password Self Service System Page 10

12 b. Please click on Setup Password Responses. c. On the following screen please answer all the questions. FAQ: UFS Password Self Service System Page 11

13 d. Once you have answered all the questions please click on Save Responses. You have now completed setting up your Challenge Response Questions that will be used if in the event that you forget your password. Question 8: I do not wish to provide my mobile number to the UFS. What options do I have to change my password in the event that I forgot it? In case you have decided not to provide your mobile information you will need to follow the procedure as detailed in Question 3. We however recommend that you make use of the self service functionality as it can save you a lot of time. FAQ: UFS Password Self Service System Page 12

14 Question 9: I receive an error message that there is no contact information for my account when I try to reset my password (SSPR 5036). This error indicates that you have no mobile number registered to for your user account on the UFS systems. Please refer to Question 3. Question 10: I ve updated my mobile number but the system is still not working. Once you have updated your mobile number please allow 24 hours for the information to update on all systems. If you still experience any problems after this period you will need to log a support call with the ICT Services Service Desk by phoning or e mail: servicedesk@ufs.ac.za FAQ: UFS Password Self Service System Page 13