Beginning this week, when a colleague calls the service desk for a password reset or for help with a Duo device and can’t use the self-service options, they will be asked to verify their identity with CLEAR. This extra step helps protect the med center’s work accounts.
What is changing?
Most people can reset a password or manage a Duo device on their own using Self-Service. Nothing changes for those options. But a colleague who can’t use Self-Service and needs to call the Service Desk must complete CLEAR identity proofing before the Service Desk can help. This applies to:
- Password resets when you can’t reset your password through the password reset site.
- Duo device help, such as setting up a new phone or device when you can’t approve with your old one at the Duo self-service site.
Why we are doing this
Password resets and Duo changes are common ways for someone to try to take over an account. CLEAR helps confirm that the person asking for help is really you — not someone pretending to be you. Checking your identity before we make these changes helps keep your account, and the information it can reach, safe.
Be ready before you need help
If you have not yet signed up for CLEAR, watch for the sign-up email from iam-noreply@unmc.edu and complete it when it arrives. Signing up ahead of time makes it quicker to get help if you ever lose access to your password or your Duo device.
What to expect when you call
- Try self-service first. If you can reset your password or manage your Duo device on your own, you do not need to call.
- Call the service desk if you can’t use Self-Service. Let them know you need a password reset or help with a Duo device.
- Complete CLEAR identity proofing. The Service Desk will guide you through verifying your identity with CLEAR.
- Get your help. Once your identity is confirmed, the Service Desk will help with your password reset or Duo device.