Support Category: (Select Applicable)


Specialist Notes:


Common User Scenarios and Recommended Actions


SCENARIO
DESCRIPTION
RECOMMENDED ACTION
User Requests Reactivation of an Inactive Onboarding Account

In some cases, users may not realize they already have an active DOC NIST CLC Work Account and may request reactivation of their inactive onboarding account.


Advise the user to contact their local IT Helpdesk for assistance accessing their DOC NIST work email account. Their work email account will contain the necessary instructions for accessing the DOC NIST CLC through SSO. Support specialists should not reactivate onboarding accounts in these situations unless specifically directed.


User Has Access to Their DOC NIST Email AddressIf the user confirms they have access to their DOC NIST work email address.
  • Provide instructions for accessing the DOC CLC via SSO.


  • If needed, provide a manual password reset.


  • If the user experiences an SSO-related issue, escalate the issue according to standard escalation procedures.

User Does Not Have Access to Their DOC NIST Email AddressIn some cases, users may indicate they do not have access to their DOC NIST work email address.Advise the user to contact their local IT Helpdesk for assistance with obtaining access to their DOC NIST email account.


Standard Response: