Assigning Help Desk Admin Roles

Assigning Help Desk Admin Roles

Role Assignment Best Practices

When assigning roles, it is important to only provide the required level of access to prevent over-exposure of sensitive data.

  1. Live Monitor: A central location within the BSI dashboard to oversee all recent or active user sessions.
  2. User Search: Search for users by student ID or email address.
  3. Edit Profile: Modify user profile details, including name and email address.
Alert
Beware that an email modified will revert to what is on file with the institution on the users next launch.
  1. Activity/Comments: View detailed recent activity, including IP addresses, devices used, and course content accessed. Can make additional comments.
  2. Assign ADA - Ability to assign ADA alternatives.
Idea
Some users with ADA are still able to easily enroll as we don't care how perfect lines are.
We advise letting them try and then using their activity to decide which ADA alternative best suits the user.
See BSI agents for help deciding this on a case by case basis.
  1. Reset BioSig-ID - Ability to manually wipe clean user's BioSig-ID password. All past activity is preserved.
Warning
We advise letting users undergo our self service reset to prevent leaving the BioSig-ID profile exposed for an impersonator.
  1. Create/Track BSI - Admins can create and track tickets sent to the BSI help desk. This prevents duplicate tickets and helps BSI communicate directly with the user to prevent delays.

User TypeLive Monitor Managed User SearchEdit ProfileActivity/CommentsAssign ADAReset BioSig-IDCreate/Track BSI
Help Desk User✅✅❌✅❌❌✅
Help Desk User ADA✅✅❌❌✅❌✅
Help Desk User ADA + Reset✅✅✅❌✅✅✅