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The Help Desk Console is a page where the Help Desk Analyst /Cloud Help Desk Analyst (for the Smart Onboarding product) or the I-9 Help Desk (for the Smart I-9 product) can perform various activities with respect to a user's to resolve issues related to users' account.

Why do you need to use the Help Desk Console?

The Help Desk Console is needed to perform these activities for system users:

• Resend a user's login information email.
• Lock a user's account.
• Unlock a user's account.
• Reset a user's password.
• Reset a user's e-PIN.

Who can access the Help Desk Console?

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How do you access the Help Desk Console?

There are 2 ways to access the Help Desk Console as an Help Desk Analyst/I-9 Help Desk:

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to access the Help Desk Console

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Access through Menu iconthe left navigation menu:

Click the Menu icon, and click menu icon in the top left corner of the page, then select "Help Desk Console" under the Consoles section from the navigation menu.

Access through the Quick Links bar:

Click the "Help Desk Console" link in Quick in the Quick links bar under below the home page homepage image.

What are the contents of the Help Desk Console?

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Each section of the Help Desk Console is explained in detail below:

Search Filter

When there are a lot of numerous new hire invitations in the system, it is efficient to use using the search filter options to helps quickly find locate a specific invitation or invitations that match particular criteria. Next to the field, you can change adjust the search option to specify how you want your text to be perceived.

Field	Behavior
First Name	Filter by first name Selecting "begins with" will search for

the beginning of the First Name for the

first names that start with the letter(s)

that

you enter. Selecting "contains" will search for any

of the First Names that has

first names that include the letter(s)

that

you enter. Selecting "equal to" will search for

the First Name that is exactly

a first name that exactly matches what you type

in

. Image Modified
Last Name	Filter by last name Selecting "begins with" will search for

the beginning of the Last Name for the

last names that start with the letter(s)

that

you enter. Selecting "contains" will search for any

of the Last Names that has

last names that include the letter(s)

that

you enter. Selecting "equal to" will search for

the Last Name that is exactly

a last name that exactly matches what you type

in

. Image Modified
Start Date	Filter by the New Hire's

start dateSelecting "equal to" will show you the New Hires that

start

on that specific

date

Image Removed

Selecting "between" will generate another search box. Using this option allows you to search for New Hire Invitations that fall within the specified range. Image Modified Selecting "greater than or equal to" will show

you the

New

Hires that started on that specific date or later

Hire invitations that are equal to or greater than the specified date Selecting "less than or equal to" will show

you the

New

Hires that started on that specific date or earlier

Hire invitations that are equal to or less than the specified date Image Added

In this example,  the the search results are filtered by the New Hire's Start Date.

Quick Filter 

The Quick Filter is another way to quickly find a specific invitation or search for invitation detailsinvitations that meet certain criteria. 

Export to Excel

If If the logged-in user's role (Help Desk Analyst ) has been / I-9 Help Desk) is configured with export functionality, the user will find the "Export to Excel" button will appear in the console.  Clicking By clicking this button allows , the user to can download the search result file results as an excel Excel file to the their local computer.

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Search results

Based on the search criteria selected in the Search Filter/Quick Filter, the invitation details display in the search results. Only the first 1000 rows can be seen in the search results. The details of the search results include the following fields:

Using this feature, you can easily navigate to any page within the search results and review information for any New Hire's invitation.

In the example below, page "4" of the search results is accessed by clicking the "4" tab. To view the invitation details, process information, or perform actions related to a New Hire's account, click the corresponding links for the selected invitation.How do you

Clicking any of the links, except for "Info and Actions," will open the corresponding details in a new window, while your search page remains open in the previous window. If you need to view additional information for the same invitation or access details for another invitation, simply return to your search page and click the corresponding console link, which will open the relevant details in a new window.

However, clicking the "Info and Actions" link will open a pop-up page within the same search window to view information and perform actions. Once any actions are completed from the "Info and Actions" page, the related activity will open in a new window, and your search page will return to the first page.

How to access invitation details?

Click on any invitation ID link in the console. This will display provide options to view the invitation and I-9 details based , depending on the progress of the New Hire's onboarding process.

Note:

• The Onboarding Summary is specific to the Smart Onboarding product and is accessible for New Hire invitations with completed Employee Biographic Information activity. 
• The I-9 Summary option appears only when the I-9 ID is generated for the New Hire's invitation i.e when Section 1 data is entered and saved/electronically signed by the New Hire.

Clicking on "Review Invitation" will open the details of the corresponding invitation.

Clicking on the "Invitation Summary" option will open summary details of the corresponding invitation.

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To access console actions for any invitation, click on the "Info and Actions" link associated with the corresponding invitation, and then select the "Actions" tab.

Based on The available actions will vary depending on the progress of the New Hire's onboarding process, the actions on the invitation will vary.

Below are the Help Desk Console actions when actions available when the invitation is has been launched:

Note: The "Reset e-PIN" option will show up only appear in the actions only if e-PIN is enabled in organization's Authentication Preferences setupfor the organization.

Help Desk Console actions for an in-progress invitation process:

Help Desk Console actions for a completed process:

How to perform Help Desk activities via

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Keyword Search?

Another alternative method for performing Help Desk activities is via by using Keyword Search within the "Manage Accounts" actions in Elasticsearch.  

Click on the "Elasticsearch" icon, select Keyword Search" icon and select "Manage Accounts"  in the Category and enter the search keyword. You can use any of the Manage Accounts related search keyword options from the Category dropdown. Enter a relevant search keyword, such as the employee's Invitation ID, Name, Email, Phone, Account Status, Product, Company, Business Unit, etc . In this case, and click "Search". For example, using "Active" is used as the search keyword . This will display all invitations with an active status.

In the search results, click on the three dots "..." for any invitation and select next to an invitation. Choose the action you want to perform. Depending Available actions may vary depending on the invitation status, the actions displayed for invitations may differ's status.