This is helpful for Help Desk Analysts who assist New Hires with account login issues. By using "Manage Accounts" in Keyword Search, Help Desk Analysts can access New Hire invitation data and perform account-related actions, such as re-sending login emails, resetting passwords or e-PINs, and locking or unlocking accounts.
Who can access the "Manage Accounts" category in Keyword Search?
Users with the Help Desk Analyst role in Smart Onboarding have access to the "Manage Accounts" category in Keyword Search.
How do you access Manage Accounts?
Click the Keyword Search icon in the top menu. Select "Manage Accounts" from the Category field and enter your search keyword. In this example, "Active" is used as the search keyword.
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After entering the keyword, click the "Search" button. Invitations matching the criteria will be displayed in the search results.
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By clicking the three dots next to any specific invitation, you can perform actions for the New Hire.
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What are the keywords available for Manage Accounts search?
For help with search keywords in the "Manage Accounts" category, click the "Help" icon located in the search section.
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When the Help page opens, select the "Manage Accounts" link in the kleyword search categories.
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The list of keywords that can be used for searching within the "Manage Accounts" category will be shown.
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How to export the Manage Accounts search results?
If the logged-in user's role (Help Desk Analyst) is configured for data export, an "Export to Excel" button will appear at the top right of the search results page. By clicking this button, the user can download the data displayed on the search results page as an Excel file to their local computer.
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Below is a sample of the downloaded Excel file. The information displayed on the search results page will appear as columns in the downloaded file, and the keyword used for the search can be found in the top row.
Please note that only the top 50 results are displayed on the search results page, so the downloaded Excel file is limited to a maximum of 50 rows.
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When no results are found for the search, clicking the "Export to Excel" button will display the following error message.
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How to view user invitation details?
To view the details of a user invitation, click the Invitation ID hyperlink for the corresponding invitation. This will allow you to view both the invitation summary & the invitation details.
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The summary of the corresponding Invitation ID will be presented. To view the invitation, click the Invitation ID link in the summary page.
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How do actions differ with the invitation status?
The available actions in the Manage Accounts may vary depending on the invitation status. To access the corresponding actions, click on the icon represented by three dots "..." and choose the desired action. Upon selection, the process will redirect you to the relevant action page.
The actions available for different invitation statuses are shown below:
Invitation Status = Invitation Launched
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Invitation Status = Invitation In Progress
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Invitation Status = Invitation Completed
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Invitation Status = Invitation Terminated
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What actions can you perform from Manage Accounts?
The following actions can be performed from the "Manage Accounts" category-
View Attributes
Allows you to view the attribute details of an invitation.
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Review Invitation
This action allows you to view the invitation data.
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Revise Start Date
Use this option to revise the invitation start date. This action is permitted until the invitation process is completed with the "Verify Information" and proceeds to the "Complete Job Details" activity.
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Modify the start date as required and click "OK".
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The following message confirms that the start date has been successfully updated. Click "Close" on the message and then refresh the search results.
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The revised start date will reflect for the selected invitation.
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Reset Password
Use this option if you wish to send a password reset request to the New Hire.
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Click "Yes" on the confirmation message. This sends the password reset link to the New Hire's registered email.
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After sending the email, the following confirmation message will be displayed.
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A sample email sent to the New Hire is shown below. By clicking the "click here" link in the email, the New Hire can reset their account password.
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The link in the email will redirect the New Hire to the Reset Password page. The New Hire must enter the new password in both the "New Password" and "Confirm Password" fields, then click the "Reset Password" button. Ensure that the new password complies with the rules outlined on the page.
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Once the password has been successfully reset, the following confirmation message will be displayed:.
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The New Hire will receive an email confirming the change to their account password.
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Lock User Account
To lock or unlock a New Hire's account, the New Hire's invitation must have been launched.
To lock the New Hire's account, select the "Lock User Account" option from the actions menu for the corresponding invitation.
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Click "OK" on the message to proceed with the action. This will lock the New Hire's account and send a notification to the New Hire's registered email address.
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After the account has been locked, the following confirmation message will be displayed on the page.
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The email received by the New Hire looks like below.
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When the account is locked, the New Hire will not be able to login into the system.
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To unlock the New Hire's account that has been locked, access the New Hire's invitation via Manage Accounts and select the "Unlock User Account" option from the actions menu.
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Click "OK" on the message to confirm the action.
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The following message confirms that the New Hire's account has been unlocked.
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The New Hire will receive an email notifying them that their account has been unlocked and that they can log into the system using their User ID and Password.
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Update Profile Email
This action is accessible exclusively through Keyword Search and is not available via the standard Help Desk Console. It is visible to users who hold one of the following roles along with the Help Desk Analyst role: HR Specialist, Recruiter, or I-9 Specialist.
THis action can be used whenever there is a need to update a New Hire's preferred or secondary email.
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Modify the primary email address and add secondary email address as required and click "Update".
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If the primary email address is left blank, the following error message will be displayed on the page:
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Click "Yes" to apply the changes.
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The following message confirms that the email details for the selected New Hire's profile has been updated.
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After refresh, the updated primary email address will reflect for the invitation as shown below:
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Update Profile Phone
This action is accessible exclusively through Keyword Search and is not available via the standard Help Desk Console. It is visible to users who hold one of the following roles along with the Help Desk Analyst role: HR Specialist, Recruiter, or I-9 Specialist.
This action can be used whenever there is a need to update a New Hire's preferred or secondary phone number.
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The phone information displayed on this page is derived from the user profile.
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Adjust the phone numbers as required and click "Update." In this example, the preferred phone number has been modified.
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Click "OK" on the message to apply the changes.
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The following message confirms that the phone details for the selected New Hire has been updated.
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After refreshing the search results, the updated preferred phone number will reflect for the selected invitation.
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