To facilitate self service, all students will be required to create security questions only they can answer by Tuesday, May 22, so they can access their account and reset their own password. A notice will appear to all students without security questions starting on April 19.
Typically, more than half of DoIT’s weekly Request Tracker (RT) tickets involve a manual password reset by three full time staff members at the Technology Support Center (TSC). Most of these tickets are from students without security questions. As a result, TSC staff can ONLY reset someone’s password with verbal confirmation of secure data in real time, which is often preceded by several “phone tag” voice mail messages to schedule an appointment to do so. Since DoIT resolved more than 23,000 tickets last year (37 percent within a day or less), improving user self-service should increase our capacity to help resolve more complex issues.
To create your own security questions, visit the following Frequently Asked Question (FAQ):
How do I create my security questions to reset a forgotten password?
If you have any questions or need help, please submit an RT Ticket or contact the Technology Support Center (TSC) at 410.455.3838.