Example of an Issue: A student was just trying to login before there account was complete and encountered errors which prompted the student to call the Help Desk
Steps-to-Take:
- Colleague creates New Employee and Student Accounts in AD.
- In OU CWI > Locations > NewAccounts, and student accounts in OU CWI > Student > NewStuAccounts
- These accounts are incomplete and remain here for up to an hour until a PowerShell script is run once an hour
- When the PowerShell script runs, it moves the account to the final OUs we all know and love and fills in other needed information on the AD account
- At this point, the AD account is usable and should be able to have its password reset on the logonhelp page.
- If it’s in either of the new account OUs, logonhelp and techs don’t have permissions to change the password.
- Nor would we want to change the password as these accounts aren’t ready to use.
- Though the AD accounts are complete once the script moves them over…
- Other items will still take time to setup
- Email, my.cwi.edu access, BlackBoard access, Etc.
- They still have scripts that need to be run and syncing that needs to be completed.
- Most things will be ready in a couple of hours after the AD account is complete, but a few items take up to 24 hours to complete.
IMPORTANT!: There are a couple of places you can check to see if the account is brand new or still being created:
- If it’s in OU CWI > Locations > NewAccounts or OU CWI > Student > NewStuAccounts:
- The account is still being created
- An account shouldn’t be in here for more than an hour
- If it is, something is messed up and you contact the System Admins and ask them to investigate (showing picture of where you would see the “NewAccounts” OU.
- Check the creation date on the account:
- This can be done in Active Directory Administrative Center
- Open the User's Account
- click the "More Information" arrow in the bottom left corner of the account
- "Created" is the creation date of the AD account.
- If it’s less than 24 hours old, give it more time to complete the creation of the account.
- NOTE: There are other important information bits found here that are VERY HELPFUL to the Help Desk Techs including:
- When the account was created (date and time)
- Object (OU / Canonical Name)
- Where the “NewAccounts” OU can be found.
- Last logon date and time
- Last bad logon date and time
- Password last set
Other indicators that account creation may not be complete.
- The User UPN logon is @mycwi.cc or @cwidaho.cc.
- There is no employee\student ID listed in Description
- NOTE: Other fields under the General Tab may be empty and missing information
- Group membership is missing const-student or const-employee.
- Other standard information is missing from the AD account.
- There is no mailbox created in O365 (
- NOTE: Only the TSS’s will be able to verify this.