Ex-Employee with Disabled AD Account Continuing as Student, BUT does not have a student account.

Steps-to-Take:

• If we get a call or ticket like the one below (ex-employee with a disabled employee account and no student account BUT still a current student):
  1. Get as much info from the client and create a ticket.
  2. Inform the client we will get back to them ASAP
  3. Reach out to Christie Cremer (OneStop - Program Manager), Terra Boozer Matson (One Stop Sr Representative), or Kim Bettencourt (Assistant Director, Admissions & One Stop)
     • Ask to check SPRO in Colleague to verify whether student is current (have an active Program/Major).
     • If student has an active Program/Major listed in SPRO then ticket should be escalated to the AD Sys Admins with sufficient notes.
     • If student does not have an active Program/Major listed in SPRO (but wants to start soon) then the ticket and info should be sent to Christie or Terra or Kim via a screenshot of the ticket and notes via email (since they are not assigned techs in the ticket system).
       • In this case, you can inform the student that the information has been forwarded to OS/SS and they will be reaching out to them.
       • You can add your notes to the ticket then mark the ticket as “Resolved”.

Example Ticket:

• We had a ticket come in (175042). Client used to work for the college for Christie Cremer in One Stop (OS). We looked in AD and found that they only had a disabled employee account and no student account.
• We deduced that the client came in an employee only and therefore was previously allowed to take classes using their employee AD account. Unfortunately, now that their employee account is disabled due to termination, she cannot no longer access her MyCWI, BB,  etc as a student and is having lots of troubles with their classes now (understandable).
• Typically, I would just recommend we send the client to OS and tell them they need to get the student AD account creation in process BUT after speaking with Christie, we want to modify this part of the procedure a bit.
• Christie Cremer, Kim Bettencourt and Terra Boozer Matson are all managers at OS and Student Services (SS) and they have access to part of Colleague called “SPRO” which allows them to immediately check to see if a person is listed as a current student.
  • The definition of a current student is that the person has an active Program/Major in SPRO.
  • If a person is listed as a current student in SPRO, then technically there is no need to send the client to OS/SS to get a student account created in AD. In these cases, the ticket should be escalated to either the Help Desk Manager for verification or for the veteran HD techs, directly to the Sys Admins.
  • Christie says it is okay for the techs to reach out directly to her or Terra or Kim and ask if they can check SPRO in Colleague to see if the person is a current student.