DUO
The first step for resolving the "Authentication Services are Unavailable" error on DUO.
What is basic troubleshooting?
Requires username for Escalation.
What is VDI?
The solution for a Pathway student who receives a 400 error when trying to access their account.
What is helping the student sign into the new Pathway portal?
The website where someone resets their password if they have already linked accounts.
What is web.byui.edu/account
One of Mary Jo's favorite titles has nothing to do with work and everything to do with family.
What is Grandma?
The action taken when a requestor gets a new phone but keeps the same phone number.
Ticket classification used to escalate to Tier 2, including software and hardware malfunctions.
What is incident?
The placeholder email address used to log into the new Pathway portal.
What is login@byupathway.edu?
Where analysts can see recently updated KB articles.
What is on the TD dashboard?
This issue is brought to the IT Service Desk so often that it has become one of Mary Jo’s most despised topics.
What is transcript request?
The MPR.
What is a form that allows family of a missionary to be granted assistance with making changes to missionary's account?
Escalated to when printers are printing double-sided.
What is Tier 2?
The only circumstance in which a Pathway student's account should be linked.
What is when the student needs access to prior courses in Canvas?
Exact name of the KB about account linking.
What is 'BYUI and Church Account Connection Process?'
The name of Mary Jo's most recent grandson.
What is Rookie?
The method used to add a device to a Duo account when the user does not have a phone number.
What is adding device with a tablet?
What is 7077?
The action taken when a Pathway student has contacted Pathway Support but has not received a response.
What is sending a form to Pathway Support requesting assistance for the student?
KB that you use when you send a ticket to Tier 2 about mapping printers.
What is 'Printing Escalation?'
The issue that makes Mary Jo roll her eyes the fastest.
What is BYU-Pathway?
The six methods users can authenticate with DUO.
What is DUO Push, DUO app-generated passcode, SMS passcode, hardware token passcodes, biometrics, bypass code?
KB that includes all escalation instructions for different escalatons.
What is What to 'Include in Escalated Ticket?'
The specific conditions a Pathway student must meet to request transcripts through Parchment.
What are graduating in or before Fall 2025 AND not returning to Pathway to take additional courses?
Exact name of the KB that talks about being clean-shaven.
What is 'Shaving Expectations?'
The temple Mary Jo was married in.
What is Idaho Falls Temple?