Tokens
What does it mean when you see BAD PIN but GOOD TOKEN CODE on the colleagues RSA console profile? How would you TS this for a hard token?
Means they typed in a bad pin, but good token token. TS: Tell the colleague they are typing in bad pin, have them try once more, if same issue persists, clear pin and have them sign in with token only to be prompted to make a new pin.
EUV
What tool do we use for McAfee Encryption?
McAfee Encryption Recovery
If a colleague calls in asking for an enrollment pin, what do you do?
Log into CEM>enrollment invitations> add>add invitation>select user for recipient> select phone they use> type in username> save.
Go back to enrollment invitations and search the colleagues Lan ID and view the enrollment pin to share to colleague.
How do you access the Admin Okta dashboard?
Via cigna.okta.com and log into ADMIN with your lan ID creds
How do you create an emergency token for a colleague? How long is it set for?
RSA console> search colleague> select their token> edit> Emergency Token > Enable authentication with an online emergency access token code > Temporary token. Must be set for only 2 WEEKS.
How do you reset a colleagues password in AD?
First, you must be signed in to AD with ADM credentials
Next search the colleague and right click on their ID
The select RESET PASSWORD
and BOOM!
How do you log into McAfee Encryption Recovery tool?
What is the CI for Secure Hub issues?
Citrix Endpoint Management - Production
How can you set up an MFA for a colleague that is not currently logged in? what if they want to change it once logged in?
If no MFA set up, go to getokta.cigna.com and enroll them in SMS by looking up their last name (not lan id)
once set up, colleague can now log in to cvw.cigna.com and sign in successfully.
IF the MFA needs to be changed, guide colleague to cigna.okta.com> click on their name>settings>edit profile>
scroll down and select new MFA.
If a colleague calls in and states they cannot log into their VPN because it is asking for NEXT TOKEN what does this mean?
Next token code means they need to wait for the next token to populate either on the hard token or on the app then use that to log in.
How do you reset a colleagues password in RXHome?
Log in to Rxhome based on the environment they need help in
Utilities> Admin Menu> Reset Password
What do you do if the colleague cannot log into Mcafee? Do not state steps just state what you would do first before using tools?
Advised them to go through self recovery first then proceed with Admin recovery after doing EUV
How does colleague obtain outlook and cisco webex meetings from secure hub? What about Webex chat?
Within secure hub, they need to go to the app store and install My Mail and cisco webex meetings.
Webex chat is done outside of secure hub and on the devices apps store (app store or google play store)
What does it mean when the colleague is in ONE TIME password? What is the CI?
It means the password they must use is from okta and you need to give it to them to log in
CI: okta production
If a colleague had a hard token but now a soft token what are the steps to change the authentication method on VPN Checkpoint Endpoint?
The colleague must right click on the GOLD lock icon> display overview> ESI VPN Blade>manage settings> properties> authentication> select Secure ID PIN PAD
How do you reset a colleagues password in Stratus V start to finish? How do you know it was successful?
First log in to Stratus V by typing in LOGIN then your creds
Select option 1 from the menu and type in the colleagues Lan ID, then type in their new password
You will know the password was set either by being prompted to do 1st entry and 2nd entry OR you will be prompted to select an option from the menu
Explain the process of admin recovery from start to finish.
Guide the colleague to options>recovery> admin recovery>have the colleague provide you with the client code so you can input this in the mcafee tool, and now on the mcafee tool select the recovery type, then the colleague, then they click on next and you will now provide them with a client code (Line 1 & 2)
Once you do this, they will be prompted to create a new password and security questions.
What do you do if the colleague gets a new phone, and needs help setting up secure hub again?
Help them with the log in process once more, you need to give them an enrollement pin to log in.
How can you check if the colleague is locked out? How long does it take for the colleague to be automatically unlocked?
It will say LOCKED OUT in their log and they are automatically unlocked in 15 mins
A colleague calls in needing assistance with setting up SECURE ID, how can you help the colleague? Provide scenario when in system and when not in system.
IF COLLEAGUE IS LOGGED INTO SYSTEM, SEND THEM TO SSP 2. IF COLLEAGUE IS NOT IN SYSTEM, YOU MAY NEED TO DO EUV AND GIVE A TEMP TOKEN SO THEY CAN SIGN IN, THEN WALK THEM THROUGH THE SSP.
THEN CLICK ON REPLACE TOKEN >SELECT THE DEVICE THEY HAVE > SUBMIT > PRESS SCAN TOKEN NOW (MAY HAVE TO MOVE WINDOW UP TO SEE THIS) >ONCE SCANNED, THEY WILL GET A MESSAGE 'TOKEN IMPORTED SUCCESSFULLY'
If the Q&A is not able to be used as EUV and SMS is not set up, what can you do next? what if that doesn't work? what do you do then? explain this?
If no Q&A or SMS, then you proceed to manager EUV and need to post it in RD of the ticket. If that doesn't work, you need to put the ticket in security vouching. Now need to use the HS Security Vouching Template, set the primary contact as the manager, which would send an email to the colleague's manager automatically, put ticket assigned to you in CSC security vouching and the ticket will be on hold. Must let colleague know to call back in a few mins/hours and reference their ticket number.
If you help a colleague with McAfee encryption, but now they are stuck on Windows and getting other user what must you do? what would be the ci on your ticket? what would be the description? what would be the assignment group? what would be the kb?
Have them use the last known password, if this doesn't work you must create a ticket for DSS due to this login failure
CI: Windows 10 Production
Description:
Helped colleague with logging in to Mcafee Encryption now stuck at other user log on for windows and last known password does not work
reassigning to DSS for further support with this as per KB0032226
asset number:
shift time:
AG: DSS
KB:KB0032226
What is the long in process for Secure hub for the colleague?
1. email
2. lan id and enrollment pin
3. okta log in (lan id and password)
4. back to secure hub to create a pin for the app
If the colleague gets error: UNABLE TO SIGN IN
what does this mean?????
NO MFA SET UP
BAD PASSWORD ENTRY
THEY ARE BANNED FOR 24 HRS DUE TO TOO MANY ATTEMPTS
BAD USERNAME