What is the Help Desk Console?

The Help Desk Console is a page where the Help Desk Analyst/Cloud Help Desk Analyst can perform various activities with respect to a user's 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?

The only user who can access the Help Desk Console is the Help Desk Analyst for the Smart Onboarding product and I-9 Help Desk for the Smart I-9 E-Verify product.

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:

Menu Icon
All authorized users can use the Menu icon to access the Help Desk Console.

Quick Links*
If you are an Help Desk Analyst/I-9 Help Desk you can use the Help Desk Console link provided on the home page.
*Note: your organization can remove this link but it is provided as part of our delivered home page.

Access through Menu icon:

Click the Menu icon, and click "Help Desk Console" under Consoles.

Access through Quick Links:

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

What are the contents of the Help Desk Console?

The Help Desk Console page includes the Search Filter, Quick Filter, the "Export to Excel" button facilitated for downloading the search results and the invitation details. The "Export to Excel" button will only be visible if the logged-in user's role (Help Desk Analyst) has been configured for data export.

Help Desk Console without "Export to Excel" option

Help Desk Console with "Export to Excel" enabled

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

When there are a lot of new hire invitations in the system, it is efficient to use search filter options to quickly find a specific invitation. Next to the field, you can change 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 letter(s) that you enter Selecting "contains" will search for any of the First Names that has the letter(s) that you enter Selecting "equal to" will search for the First Name that is exactly what you type in
Last Name	Filter by last name Selecting "begins with" will search for the beginning of the Last Name for the letter(s) that you enter Selecting "contains" will search for any of the Last Names that has the letter(s) that you enter Selecting "equal to" will search for the Last Name that is exactly what you type in
Start Date	Filter by the New Hire's start date Selecting "equal to" will show you the New Hires that start on that specific date Selecting "between" will generate another search box Selecting "greater than or equal to" will show you the New Hires that started on that specific date or later Selecting "less than or equal to" will show you the New Hires that started on that specific date or earlier

In this example, the search results are filtered by Start Date.

Quick Filter

Quick Filter is another way to quickly find a specific invitation or search for invitation details.

Export to Excel

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

Note: The "Export to Excel" option is specifically designed to download search results obtained from using the search fields, and will not function for results obtained via the Quick Filter search.

Note: If no results are found for the search criteria, the "Export to Excel" button will not appear in the console.

A sample downloaded excel file format is shown below. The search filters applied to find the results is also displayed on the top row of the file.

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:

Field	Behavior
Invitation ID	New Hire's distinctive ID # Clicking on this will pull up the New Hire's personal information and job information
Name	New Hire's name
Start Date	Employment start date mentioned on the New Hire's invitation
Invitation Status	The status of the New Hire's invitation - Created, Launched, In Progress, Completed or Terminated.
Business Process	Tells whether the invitation belongs to the primary process or additional I-9 processes that are initiated after completing the primary process
View Process	The "process" refers to the onboarding/I-9 process, and "View Process" shows you the list of activities in the process and their status details
View Historic Process	It shows the complete process history for that New Hire
Info and Actions	Clicking on "Info and Actions" will pull up tabs for New Hire information and process actions. The actions will vary depending on the Invitation Status.

Navigating through search results

The search results are displayed in pages with each page containing 10 rows by default. The rows displaying per page can be altered by selecting a different value in "Rows per page" drop-down.

To navigate through the search result pages, you can

use "Previous" and "Next" buttons
click on the page number tab or select the page in the drop-down and click on the "Go" button

Using this feature, it is easy to navigate to any page in the search results and review information for any New Hire's invitation.

Below example shows navigating to page "7" of the search results by clicking on the "7" tab. To view the invitation and process details, or perform actions related to New Hire's account click on the corresponding links for the selected invitation.

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, 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 for viewing information and performing actions within the same search page window. Once any actions are performed from "Info and Actions", the activity related to that action will open in a new window and the search in the previous window will return to the first page.

How do you access invitation details?

Click on any invitation ID link in the console. This will display options to view invitation and I-9 details based on the progress of the New Hire 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.

Invitation Summary

How do you access Help Desk Console actions?

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

Based on the progress of the New Hire onboarding process, the actions on the invitation will vary.

Help Desk Console actions when the invitation is launched:

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

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

Help Desk Console actions for a completed process:

Actions for a completed invitation

How to perform Help Desk activities via Elasticsearch?

Another alternative for performing Help Desk activities is via Manage Accounts actions in Elasticsearch.

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

In the search results, click on "..." for any invitation and select the action to perform. Depending on the invitation status, the actions displayed for invitations may differ.