Support Category: Admin Assistance


Specialist Notes:


IMPORTANT!

Please note that the following does not apply to DOC USPTO. They are not set up for Cornerstone MFA.

For DOC NOAA, please refer to the NOAA Multifactor Authenticator for CLC Administrators SR.


WHAT SHOULD YOU KNOW?


The DOC Administrators are currently working on enabling Multifactor Authenticator for many of their CLC Administrator users across most of their bureaus. 

➤At the moment, this includes the following:



WHAT DOES IT MEAN?

This means that once MFA is enabled for Administrators who work for the bureaus above and should they attempt to sign into the CLC using the manual login option (DOC email address and password ), they will be redirected to and presented with the Cornerstone/CLC MFA screen as shown in the following image.


➤If they login using the ADMINS button, they will not be prompted for the MFA code.

 

➤If you are uncertain as to how to identify an administrator, please ask the user and confirm this by ensuring they have 'ADM_' prefix.


or in some cases 'ADMLC-' prefix in their username and/or user ID field.


You can also confirm this by clicking on the user's name after locating their account in the CLC. Locate the section titled Personal Data, click the drop-down arrow, and check their DOC User Type. Administrators will have the '5' value in this field.



HOW SHOULD WE ASSIST?

Concerning how we will be assisting CLC Administrators and the issues they may experience with the Cornerstone MFA, please follow the usual troubleshooting steps such as (but not limited to):

  • gathering as much information as possible
  • screenshots of any error messages


➤If we cannot resolve the issue, escalate to their respective bureau. Please check the FreshDesk Admin Escalation Email List. (Samples below)
  • BEA Admin Cornerstone MFA issues will be directed to docsupport@eskillz.com and jkier@eskillz.com. 
  • NIST will be escalated to docsupport@eskillz.com and mveith@eskillz.com, etc. 


IMPORTANT!

Kindly note that only Cornerstone/CLC MFA-related issues should be escalated to the administrators. 

Should a CLC Administrator be experiencing issues with their MFA when using SSO on the DOC side, continue to guide them to their bureau's IT Help/ServiceDesk.



Standard Response: