Help Desk

As an Operator, you can access the Help Desk Users page to enroll a permanent or replacement device for a user in your organization.

1. Header: The header remains the same on each page in the Unified Portal and includes: 

   • Quick links: Access the Unified Portal pages that you have permission to view.
   • Notifications: Click to view your notifications.
   • Name drop-down: Click your name to access your settings, account information, or to sign out of the Unified Portal.

2. Help Desk Subheader: Options to help you manage your organization's Axiad Cloud use. 

   • Users: Enroll a permanent or a replacement device for a user in your organization.
   • Devices: Perform bulk actions across multiple devices.
   • Scanner: Connect one or more devices to your machine to view their details, and manage the lifecycle of any that are issued via Axiad.

3. Search: Search for users by their username, first name, last name, email, and/or Axiad Cloud user role. 

4. Preferences: Click to set your page's display preferences.

5. Columns: Data sets for your search results.

   • Username: The user name.

   • First Name: The user's first name.

   • Last Name: The user's last name.

   • Email: The user's email address on file with Axiad.

   • UPN: The User Principal Name, as imported from your ID provider.

   • Status: The user's status (active or inactive).

   • Roles: The Axiad Cloud user role(s) assigned to the user.

   • Groups: Groups the user is a member of, as configured in your ID provider.

   • Actions/More Actions (...) menu: Available actions for the identity device.

     • Actions may include:

       NOTE

       You may not see all actions for users on your Help Desk pages, as actions are available based on device, certificate, and/or your Operator tier permissions.

       • Assign: Assigns the device or certificate to a user in your organization.
       • Change PIN: Change your PIN. You must have the current PIN for the device.
       • Enable: Re-enables a suspended device or certificate.
       • Recycle: Recycle a revoked device so that you can reuse it. (Available only via the Scanner page for revoked devices.)
       • Reset Fail Counter: Resets your authenticator app's fail counter to zero. 
       • Reset PIN: Reset the device PIN. You do not need the current PIN.
       • Reset Security Questions: If security questions are enabled for your organization, you can reset them for the user.
       • Resync: Resynchronizes the device or certificate to your account.
       • Retrieve PUK: Retrieve a Personal Unblocking Key (PUK) to unlock a user's device they disabled via too many incorrect PIN entries.
       • Revoke: Revokes and disables the device or certificate.
       • Suspend: Disables the device or certificate. 
       • Unassign: Unbinds an assigned token for the Axiad ID mobile app or a certificate. Once unassigned, you may be able to assign the token to a different user.
       • Update: Update your device by renewing your device certificate(s). You must have your PIN to update your device. Note that certificate renewal is available if it matches the renewability criteria (such as nearing expiration, or expiration occurred).
       • Validate: Validates the device or certificate using your current PIN and a OTP.

User Details Page

When you search for a user, you can click their use name to open the User Details page, where you can:

• view user details,

• see a list of their assigned devices, 

• add devices for them, and, 

• if enabled in your organization, set temporary passwords.

Use the Help Desk Devices page to manage your organization's Axiad-issued identity devices. 

1. Header: The header remains the same on each page in the Unified Portal and includes: 

   • Quick links: Access the Unified Portal pages that you have permission to view.
   • Notifications: Click to view your notifications.
   • Name drop-down: Click your name to access your settings, account information, or to sign out of the Unified Portal.

2. Help Desk Subheader: Options to help you manage your organization's Axiad Cloud use. 

   • Users: Enroll a permanent or a replacement device for a user in your organization.
   • Devices: Perform bulk actions across multiple devices.
   • Scanner: Connect one or more devices to your machine to view their details, and manage the lifecycle of any that are issued via Axiad.

3. Bulk Actions: You can suspend, resume, revoke, and unassign devices in bulk. Use the Search feature to locate all devices for which you want to include in the bulk action.

4. Search: Search for devices by their serial number or assigned user. 

5. Preferences: Click to set your page's display preferences.

6. Columns: Data sets for your search results.

   • Type: The type of identity device, indicated by an icon. Devices include:

     • : Axiad ID mobile app token
     • : Smart cards
     • : Hardware devices (such as a YubiKey).
     • : Certificates (visible in the Details view  of hardware devices)
     • : One-time passwords (for example, from a non-Axiad authenticator app such as Microsoft Authenticator; visible in the Details view of hardware devices)

   • Name: The identity device name.

   • Serial: The identity device's registered serial number.

   • Status: The device's status. These include:

     • Active: Enabled and either in use or ready for use.
     • Suspended: Disabled and not in use. You can enable a suspended device.
     • Revoked: The device is revoked and is no longer usable. 

   • User: The username assigned to the identity device.

   • Group: Any user groups in which the identity device is included.

   • Managed (not shown): If Yes, the device was issued via Axiad, and you can manage it via Axiad Cloud. If No, the device was issued outside of Axiad, but you can still view limited information about it in Axiad Cloud.

   • Actions/More Actions (...) menu: Available actions for the identity device.

     • Actions may include:

       NOTE

       You may not see all actions for users on your Help Desk pages, as actions are available based on device, certificate, and/or your Operator tier permissions.

       • Assign: Assigns the device or certificate to a user in your organization.
       • Change PIN: Change your PIN. You must have the current PIN for the device.
       • Enable: Re-enables a suspended device or certificate.
       • Recycle: Recycle a revoked device so that you can reuse it. (Available only via the Scanner page for revoked devices.)
       • Reset Fail Counter: Resets your authenticator app's fail counter to zero. 
       • Reset PIN: Reset the device PIN. You do not need the current PIN.
       • Reset Security Questions: If security questions are enabled for your organization, you can reset them for the user.
       • Resync: Resynchronizes the device or certificate to your account.
       • Retrieve PUK: Retrieve a Personal Unblocking Key (PUK) to unlock a user's device they disabled via too many incorrect PIN entries.
       • Revoke: Revokes and disables the device or certificate.
       • Suspend: Disables the device or certificate. 
       • Unassign: Unbinds an assigned token for the Axiad ID mobile app or a certificate. Once unassigned, you may be able to assign the token to a different user.
       • Update: Update your device by renewing your device certificate(s). You must have your PIN to update your device. Note that certificate renewal is available if it matches the renewability criteria (such as nearing expiration, or expiration occurred).
       • Validate: Validates the device or certificate using your current PIN and a OTP.

   • Details View: Details about the identity device. Additional details for the device include:

     • Provider: Denotes who manages the device (Axiad, or another provider).

     • Identifier: The identity device's registered serial number.

     • Created: The date the device was assigned to a user.

     • Details: Click to view a dialog box with even more device details such as the issuer, template, and more.

       •  Click to copy the certificate from within this dialog box.

       • Click Download to download a copy of the certificate. 

     • Actions/More Actions (...) menu: Any additional actions for the identity device.

When you connect one or more devices to your machine, you can use the Scanner page to view device details, and manage the lifecycle of any devices that are issued via Axiad.

1. Header: The header remains the same on each page in the Unified Portal and includes: 

   • Quick links: Access the Unified Portal pages that you have permission to view.
   • Notifications: Click to view your notifications.
   • Name drop-down: Click your name to access your settings, account information, or to sign out of the Unified Portal.

2. Help Desk Subheader: Options to help you manage your organization's Axiad Cloud use. 

   • Users: Enroll a permanent or a replacement device for a user in your organization.
   • Devices: Perform bulk actions across multiple devices.
   • Scanner: Connect one or more devices to your machine to view their details, and manage the lifecycle of any that are issued via Axiad.
3. Preferences: Click to set your page's display preferences.

4. Columns: Data sets for your search results.

   • Type: The type of identity device, indicated by an icon. Devices include:

     • : Axiad ID mobile app token
     • : Smart cards
     • : Hardware devices (such as a YubiKey).
     • : Certificates (visible in the Details view  of hardware devices)
     • : One-time passwords (for example, from a non-Axiad authenticator app such as Microsoft Authenticator; visible in the Details view of hardware devices)

   • Name: The identity device name.

   • Serial: The identity device's registered serial number.

   • Status: The device's status. These include:

     • Active: Enabled and either in use or ready for use.
     • Suspended: Disabled and not in use. You can enable a suspended device.
     • Revoked: The device is revoked and is no longer usable. 

   • User (not shown): The username assigned to the identity device.

   • Security Questions (not shown): If security questions are enabled for your organization, view whether or not the user has security questions set for the device.

   • Group (not shown): The group(s) that authorized the user for the device, as set by your IDP.

   • Managed (not shown): If Yes, the device was issued via Axiad, and you can manage it via Axiad Cloud. If No, the device was issued outside of Axiad, but you can still view limited information about it in Axiad Cloud.

   • Actions/More Actions (...) menu: Available actions for the identity device.

     • Actions may include:

       NOTE

       You may not see all actions for users on your Help Desk pages, as actions are available based on device, certificate, and/or your Operator tier permissions.

       • Assign: Assigns the device or certificate to a user in your organization.
       • Change PIN: Change your PIN. You must have the current PIN for the device.
       • Enable: Re-enables a suspended device or certificate.
       • Recycle: Recycle a revoked device so that you can reuse it. (Available only via the Scanner page for revoked devices.)
       • Reset Fail Counter: Resets your authenticator app's fail counter to zero. 
       • Reset PIN: Reset the device PIN. You do not need the current PIN.
       • Reset Security Questions: If security questions are enabled for your organization, you can reset them for the user.
       • Resync: Resynchronizes the device or certificate to your account.
       • Retrieve PUK: Retrieve a Personal Unblocking Key (PUK) to unlock a user's device they disabled via too many incorrect PIN entries.
       • Revoke: Revokes and disables the device or certificate.
       • Suspend: Disables the device or certificate. 
       • Unassign: Unbinds an assigned token for the Axiad ID mobile app or a certificate. Once unassigned, you may be able to assign the token to a different user.
       • Update: Update your device by renewing your device certificate(s). You must have your PIN to update your device. Note that certificate renewal is available if it matches the renewability criteria (such as nearing expiration, or expiration occurred).
       • Validate: Validates the device or certificate using your current PIN and a OTP.