Axiad Confirm Help Desk Experience

Axiad Confirm gives you confidence that only the person getting credentials and thus access to your resources is actually the person you want to have them. As a help desk operator, you can initiate the identity verification process for onboarding users, users who have lost access, or just for all of your users periodically to ensure that the identify is secure, all from the Unified Portal (UP).

First-time Identity Confirmation (Onboard)

To confirm a new user during onboarding, you can do this as soon as you add them to your Identity Provider.

1. Log into UP with help desk privileges and navigate to Help Desk > Users

2. Search for the user whose identity you want to verify

3. In the table, you’ll see two relevant columns: ID Confirmation and Actions

   • ID Confirmation shows the status of the user’s identity verification

     • Unconfirmed: User has not undergone any identity verification through Axiad Confirm

     • Pending: User has not yet confirmed their identity, but they have been requested to do so

     • Confirmed: User has successfully confirmed their identity through the Axiad verification process

     • Failed: User has attempted to confirm their identity, but failed the verification

   • Actions is where you can initiate the identity verification process

4. Click Confirm ID in the Actions column

5. In the new pop-up, select Use the email address found in the system (if available and accurate), or select Use a different email address

Tip

If you don’t store the user’s personal email address in your directory, then for onboarding, definitely use the second option so that you can send it to the user directly before they even log into the corporate accounts.

6. Provide an email address if you selected the second radio button

7. Click Send email

8. When you return to the Users table, you’ll see the updated status for the user (Pending)

9. If necessary, you can click Confirm Again to resend the email (if the link expires before the user clicks it, gets lost in the their inbox, etc.)

Note

The Confirm Again function currently does not work until the original request has expired. You can modify the timeouts for each, but they’re currently set by default to 5 days for Onboard and 15 minutes for Verify.

10. Once the user receives the email, they can go through the identity verification workflow

11. Upon completion, when you refresh the page, their Confirmation ID status on the Users table will update based on the outcome

View ID Confirmation Status

On the Users table, you can see the users’ various ID Confirmation statuses and action options for identity verification

ID Confirmation shows the status of the user’s identity verification

• Unconfirmed: User has not undergone any identity verification through Axiad Confirm

• Pending: User has not yet confirmed their identity, but they have been requested to do so

• Confirmed: User has successfully confirmed their identity through the Axiad verification process

• Failed: User has attempted to confirm their identity, but failed the verification

Actions is where you can initiate the identity verification process

• Confirm ID displays as the action if the user is Unconfirmed

• Confirm Again displays as the action if the user is Pending

• Gear > Confirm ID displays when the user has undergone the verification process (success or failure) and you want them to go through it again

If you hover over a user’s ID Confirmation status, then you can also get details about the event

Verify User Identity

To verify an identity that has already been confirmed, you can do this through the verify workflow.

1. On the Users page in the UP, locate the user you want to verify

2. In the Actions column of their row, click the Gear icon and then Confirm ID

3. In the new pop-up, select Use the email address found in the system (if available and accurate), or select Use a different email address

4. Provide an email address if you selected the second radio button

5. Click Send email

6. When you return to the Users table, you’ll see the updated status for the user (Pending)

7. If necessary, you can click Confirm Again to resend the email (if the link expires before the user clicks it, gets lost in the their inbox, etc.)

8. Once the user receives the email, they can go through the identity verification workflow

9. Upon completion, their Confirmation ID status on the Users table will update based on the outcome

Track Usage

To track how many Onboard and Verify identity confirmations you have used, you can view their counts in the UP under Reporting > Identity Confirmation