help desk support for the employee personal page (epp) system sharon a. cannon, chief operations and...

Help Desk Support for the Help Desk Support for the Employee Personal Page Employee Personal Page (EPP) System(EPP) System

Sharon A. Cannon, Chief Sharon A. Cannon, Chief Operations and Security CenterOperations and Security CenterOperations Branch / Information Technology Services DivisionOperations Branch / Information Technology Services Division

Operations & Security Operations & Security CenterCenter

• TheThe Operations and Security Center Operations and Security Center (OSC),(OSC), a part of the Operations Branch within a part of the Operations Branch within the Information Technology Services Division the Information Technology Services Division (ITSD) of the NFC of the USDA, serves as the (ITSD) of the NFC of the USDA, serves as the primary point-of-contact for NFC employees primary point-of-contact for NFC employees and customers to report equipment, security, and customers to report equipment, security, and telecommunications problems. Help Desk and telecommunications problems. Help Desk technicians are available 24 hours a day, 7 technicians are available 24 hours a day, 7 days a week.days a week.

How Requests are How Requests are HandledHandledBy the OSCBy the OSC


• Four Basic Steps to Handling Help Desk Four Basic Steps to Handling Help Desk RequestsRequests– Step 1:Step 1: The Help Request Is Received The Help Request Is Received– Step 2:Step 2: The Help Desk Ticket is Created The Help Desk Ticket is Created– Step 3:Step 3: The Help Desk Ticket is Resolved or The Help Desk Ticket is Resolved or

EscalatedEscalated– Step 4:Step 4: The Help Desk Ticket is Closed and The Help Desk Ticket is Closed and

the Invitation to Complete the Customer the Invitation to Complete the Customer Satisfaction Survey is IssuedSatisfaction Survey is Issued

How Requests are How Requests are HandledHandledBy the OSC By the OSC

• Step 1: The Request is SubmittedStep 1: The Request is Submitted– NFC Employees and Customers can NFC Employees and Customers can

submit request for technical support submit request for technical support in one of four ways:in one of four ways:• WebWeb• EmailEmail• FaxFax• PhonePhone

Four Ways to Submit a Help Four Ways to Submit a Help Desk Request to the OSCDesk Request to the OSC

• WebWeb– Requests are submitted online using Requests are submitted online using

the Create Request link on the OSC the Create Request link on the OSC Home Page. The OSC Home Page is Home Page. The OSC Home Page is linked to the NFC Home Page. linked to the NFC Home Page.


• E-mailE-mail– E-mail requests to E-mail requests to

[email protected]@USDA.GOV


• FAXFAX– Fax the Operations and Security

Center Technical Help Desk Fax Request Form to 504-426-8318. From the OSC Homepage, click on the link to download the Fax Request form to download the form in Adobe PDF format (PDF; 1.3 Mb)


• PhonePhone– Submit requests via phone to Submit requests via phone to

1-800-767-96411-800-767-9641 or or 504-426-6435.504-426-6435.


• Step 2: The Ticket is CreatedStep 2: The Ticket is Created– Help Desk Tickets received from all Help Desk Tickets received from all

sources are processed in the same sources are processed in the same manner according to the priority manner according to the priority assigned. The information provided by assigned. The information provided by the customer is entered into a Help the customer is entered into a Help Desk Ticket by the Technical Help Desk Ticket by the Technical Help Desk staff. Desk staff.


• Step 3: The Issue Reported is Resolved Step 3: The Issue Reported is Resolved or Escalatedor Escalated– The Technical Help Desk staff members will begin The Technical Help Desk staff members will begin

working to resolve of the Help Desk Ticket as soon as working to resolve of the Help Desk Ticket as soon as the issue is reported. The ticket may be escalated to the issue is reported. The ticket may be escalated to a second tier technical support specialist or an NFC a second tier technical support specialist or an NFC Payroll/Personnel Call Center for further Payroll/Personnel Call Center for further troubleshooting and resolution. troubleshooting and resolution.

– Note for EPP Customers – in some instances, EPP Note for EPP Customers – in some instances, EPP Customers are referred to their Human Resources Customers are referred to their Human Resources Office for further assistance.Office for further assistance.


• Step 4: Ticket is ClosedStep 4: Ticket is Closed– The customer receives the Help Desk The customer receives the Help Desk

Ticket number for future reference Ticket number for future reference and status tracking. Once the Help and status tracking. Once the Help Desk Ticket is resolved, the customer Desk Ticket is resolved, the customer receives e-mail notification of ticket receives e-mail notification of ticket resolution and an optional Customer resolution and an optional Customer Satisfaction Survey via e-mail. Satisfaction Survey via e-mail.

The OSC and the The OSC and the Employee Personal Employee Personal Page (EPP)Page (EPP)

Help Desk Support for EPPHelp Desk Support for EPP

• The OSC provides instruction and The OSC provides instruction and guidance on the login procedure to guidance on the login procedure to users of the Employee Personal users of the Employee Personal Page system. Page system.

• The OSC The OSC cannotcannot assist customers assist customers with the content / data contained in with the content / data contained in EPP.EPP.


• Important Important Development …Development …– On February 23, 2008, On February 23, 2008,

the login procedure for the login procedure for EPP changed. Since EPP changed. Since that time, customers that time, customers have been asked to have been asked to convert from an SSN convert from an SSN based User ID and based User ID and Password to a Customer Password to a Customer Specified User ID and Specified User ID and complex password.complex password.


• EPP User-ID RequirementEPP User-ID Requirement

The EPP User ID criteria will be based on the following: The EPP User ID criteria will be based on the following: • Must be a minimum of 8 and maximum of 40 characters Must be a minimum of 8 and maximum of 40 characters • Must contain at least one English letter (A−Must contain at least one English letter (A−Z, not case Z, not case

sensitive) sensitive) • May contain at least one Westernized Arabic numeral May contain at least one Westernized Arabic numeral

(0(0−−9) 9) • May contain special characters which are limited to the May contain special characters which are limited to the

following: ! # $ % * _ + . @ following: ! # $ % * _ + . @ • May use email address May use email address • Cannot match SSNCannot match SSN


EPP Password RequirementEPP Password RequirementThe EPP password criteria must be based The EPP password criteria must be based

on the following criteria: on the following criteria: • Must be a minimum of 6 and maximum of 14 characters Must be a minimum of 6 and maximum of 14 characters • Must contain one character from 3 of the 4 following Must contain one character from 3 of the 4 following

categories: categories: – English upper case letters (AEnglish upper case letters (A−−Z) Z) – English lower case letters (aEnglish lower case letters (a−−z) z) – Westernized Arabic numerals (0Westernized Arabic numerals (0−−9) 9) – Special characters limited to: ! # $ % * _ + Special characters limited to: ! # $ % * _ +

• Cannot contain the users first name, last name, email Cannot contain the users first name, last name, email address, or User ID address, or User ID

• Cannot match current or two prior passwords Cannot match current or two prior passwords


• The OSC is able to provide limited The OSC is able to provide limited information regarding the information regarding the customer’s login attempts.customer’s login attempts.


• When contacting the OSC When contacting the OSC regarding the EPP System, it is regarding the EPP System, it is important to start with the current important to start with the current status of the account.status of the account.

• There are 7 status options for EPPThere are 7 status options for EPP


• Status Option Status Option AA– Customer’s access to EPP is active Customer’s access to EPP is active

and their last login was successful.and their last login was successful.


• Status Option Status Option CC– Customer failed the challenge / Customer failed the challenge /

security question test and must security question test and must request a new password for delivery request a new password for delivery by U. S. Mail.by U. S. Mail.


• Status Option Status Option FF– Customer failed the User ID security Customer failed the User ID security

questions test and a notification with questions test and a notification with the User ID has been sent via U. S. the User ID has been sent via U. S. Mail.Mail.


• Status Option Status Option RR– Customer has requested a new Customer has requested a new

password but the request has not password but the request has not been processed yet. been processed yet.


• Status Option Status Option SS– Customer’s access to EPP has been Customer’s access to EPP has been

suspended due to too many failed suspended due to too many failed attempts. A new password must be attempts. A new password must be requested in order to remove the requested in order to remove the suspension.suspension.


• Status Option Status Option TT– Customer has been assigned a new Customer has been assigned a new

temporary password that was temporary password that was delivered via email.delivered via email.


• Status Option Status Option XX– Customer has been assigned a new Customer has been assigned a new

temporary password that will be temporary password that will be delivered via U. S. Mail. delivered via U. S. Mail.


• Based on the status on the account, the Based on the status on the account, the OSC can provide customers with OSC can provide customers with recommendations on how best to access recommendations on how best to access the EPP systemthe EPP system

• The OSC The OSC cannotcannot change the customer’s change the customer’s user-id and/or passworduser-id and/or password

• The OSC The OSC cannotcannot access the content / access the content / data contained in the customer’s EPP data contained in the customer’s EPP accountaccount


• EPP is a Customer Driven SystemEPP is a Customer Driven System• Aside from the status information, Aside from the status information,

the OSC is able to confirm limited the OSC is able to confirm limited information regarding the information regarding the customer’s access to the EPP customer’s access to the EPP system. system.


• Information that the OSC is able to Information that the OSC is able to Confirm with Individual Users Confirm with Individual Users Regarding the EPP System. Regarding the EPP System. – Mailing AddressMailing Address

• The OSC can confirm the mailing address The OSC can confirm the mailing address that is on record in EPPthat is on record in EPP


• Information that the OSC is able to Information that the OSC is able to Confirm with Individual Users Confirm with Individual Users Regarding the EPP System. Regarding the EPP System. – Email AddressEmail Address

• The OSC can confirm whether or not the The OSC can confirm whether or not the customer has an email address on record customer has an email address on record in EPP.in EPP.

• The OSC The OSC cannotcannot add or change the email add or change the email address entry in EPP.address entry in EPP.


• Information that the OSC is able to Information that the OSC is able to Confirm with Individual Users Regarding Confirm with Individual Users Regarding the EPP System. the EPP System. – Challenge Question StatusChallenge Question Status

• The OSC can confirm if the customer has The OSC can confirm if the customer has challenge questions on record. challenge questions on record.

• The OSC The OSC cannotcannot view or change the questions and view or change the questions and answers. OSC can determine whether or not the answers. OSC can determine whether or not the challenge questions are on record for the challenge questions are on record for the customer and if the correct responses were customer and if the correct responses were entered.entered.


• Information that the OSC is able to Information that the OSC is able to Confirm with Individual Users Confirm with Individual Users Regarding the EPP System. Regarding the EPP System. – Password StatusPassword Status

• The OSC can confirm whether or not the The OSC can confirm whether or not the customer entered the correct Password. customer entered the correct Password.

• The OSC The OSC cannotcannot change the password. change the password.


• Information that the OSC is able to Information that the OSC is able to Confirm with Individual Users Confirm with Individual Users Regarding the EPP System. Regarding the EPP System. – Status of Login AttemptsStatus of Login Attempts

• The OSC can confirm how many login The OSC can confirm how many login attempts were doneattempts were done

• The OSC can confirm whether or not the The OSC can confirm whether or not the login attempts were successful.login attempts were successful.

EPP Help Desk FAQsEPP Help Desk FAQs


• How can I change my mailing How can I change my mailing address?address?– Customers can change their mailing Customers can change their mailing

address on the Self Service tab in EPP. address on the Self Service tab in EPP. OR …OR …

– Customers can submit mailing Customers can submit mailing address changes to their Human address changes to their Human Resources OfficeResources Office


• How can I change my email How can I change my email address?address?– Customers Customers must must change their email change their email

address on the Preferences tab in EPP. address on the Preferences tab in EPP. If the email address on record in EPP If the email address on record in EPP is invalid or absent, mail is the only is invalid or absent, mail is the only option available to receive EPP User ID option available to receive EPP User ID or Password Change notifications.or Password Change notifications.


• What if I forget my EPP User ID?What if I forget my EPP User ID?– Customers Customers must must go to the EPP Home Page go to the EPP Home Page

and click on the and click on the Forget Your User IDForget Your User ID link. link. Two options are available to received the Two options are available to received the User ID, online and mail.User ID, online and mail.

– Once the correct responses to the challenge Once the correct responses to the challenge questions are entered, users that selected to questions are entered, users that selected to Online option will see the User ID will display Online option will see the User ID will display on the screen. on the screen.

MORE, NEXT SLIDE


• What if I forget my EPP User ID? (cont’d)What if I forget my EPP User ID? (cont’d)– Note, customers that select the Online Note, customers that select the Online

Option and fail three attempts to enter your Option and fail three attempts to enter your first name, last name, date of birth, and first name, last name, date of birth, and correct responses to the two challenge correct responses to the two challenge questions presented, will receive a questions presented, will receive a notification in the mail with the User ID. notification in the mail with the User ID.

MORE, NEXT SLIDE


• What if I forget my EPP User ID? (cont’d)What if I forget my EPP User ID? (cont’d)– Customers that selected the Mail option on Customers that selected the Mail option on

the the Forgot Your User IDForgot Your User ID screen must answer screen must answer the challenge questions correctly in order to the challenge questions correctly in order to receive the EPP notification via mail.receive the EPP notification via mail.

– The notification is sent via the U. S. Postal The notification is sent via the U. S. Postal Service and received in 7 – 10 business Service and received in 7 – 10 business days.days.


• How can I change my EPP User ID? How can I change my EPP User ID? – After successfully logging on to EPP, After successfully logging on to EPP,

customers may change their EPP User customers may change their EPP User ID on the Preferences tab.ID on the Preferences tab.

– The OSC cannot change the EPP User The OSC cannot change the EPP User ID.ID.


• Is the EPP User ID case sensitive? Is the EPP User ID case sensitive? – No, the EPP User ID is not case No, the EPP User ID is not case

sensitive.sensitive.


• What if I forget my password?What if I forget my password?– Customers Customers must must go to the EPP Home Page go to the EPP Home Page

and click on the and click on the Forget Your PasswordForget Your Password link. link. Two options are available to receive the Two options are available to receive the password, Email and Mail. password, Email and Mail.

– Once the correct responses to the challenge Once the correct responses to the challenge questions are entered, the Password will be questions are entered, the Password will be sent based on the option selected by the sent based on the option selected by the customer. customer.


• How can I change my EPP How can I change my EPP Password? Password? – After successfully logging on to EPP, After successfully logging on to EPP,

customers may change their EPP customers may change their EPP Password on the Change Password Password on the Change Password tab.tab.

– The OSC cannot change the EPP The OSC cannot change the EPP Password.Password.


• What if I forget my password? (Cont’d)What if I forget my password? (Cont’d)– Note, customers must have a valid email Note, customers must have a valid email

address on record in order to receive the address on record in order to receive the password via email. If the email address is password via email. If the email address is invalid, the customer must request the invalid, the customer must request the password via mail. password via mail.

– After three failed attempts to answer the After three failed attempts to answer the challenge questions, a temporary password challenge questions, a temporary password will be mailed to the customer.will be mailed to the customer.


• Is the EPP Password case sensitive? Is the EPP Password case sensitive? – Yes the password is case sensitive. Yes the password is case sensitive.


• How soon is the EPP notification How soon is the EPP notification mailed? mailed? – Notifications on EPP User ID and Notifications on EPP User ID and

Password are mailed by the NFC Password are mailed by the NFC within 48 hours. within 48 hours.

– The mail is typically delivered by the The mail is typically delivered by the U. S. Postal Service within 5 – 7 U. S. Postal Service within 5 – 7 business days.business days.


• Who can help me with the information Who can help me with the information contained in EPP? contained in EPP? – In most instances the customer’s Human In most instances the customer’s Human

Resources Office can provide assistance with Resources Office can provide assistance with information contained in EPP. information contained in EPP.

– Human Resources Offices that need Human Resources Offices that need assistance should contact the NFC through assistance should contact the NFC through the appropriate channels.the appropriate channels.


• How soon do customers that are How soon do customers that are new to the NFC’s Payroll System new to the NFC’s Payroll System granted access to the EPP System? granted access to the EPP System? – New employees are able to access the New employees are able to access the

EPP system after their conclusion of EPP system after their conclusion of the first payroll cycle after the the first payroll cycle after the customer’s hire date.customer’s hire date.


• What User ID and Password should new What User ID and Password should new employees use? employees use? – New employees will receive a temporary New employees will receive a temporary

User ID and Password via mail at the User ID and Password via mail at the conclusion of the first payroll cycle after conclusion of the first payroll cycle after their date of hire. their date of hire.

– The User ID and Password should be The User ID and Password should be changed as soon as the customer logs on for changed as soon as the customer logs on for the first time.the first time.


• How long after separation will How long after separation will customers have access to EPP? customers have access to EPP? – Customers will have access to EPP for Customers will have access to EPP for

90 days after separation.90 days after separation.


• Where is the link to the OSC Home Where is the link to the OSC Home Page? Page? – The link to the OSC Home Page is in The link to the OSC Home Page is in

the Help Desk section the NFC Home the Help Desk section the NFC Home Page.Page.


• Where is the link to the EPP Home Where is the link to the EPP Home Page? Page? – The link to the EPP Home Page is in The link to the EPP Home Page is in

the Application Launchpad section of the Application Launchpad section of the NFC Home Page.the NFC Home Page.

help desk support for the employee personal page (epp) system sharon a. cannon, chief operations and...

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