Support Category: User Account | Inactive Account


Specialist Notes:


The NOAA Administrators have added permissions allowing EUS Specialists to reactivate user profiles in the CLC. 


HOW SHOULD WE ASSIST?


1. The specialist will check the NOAA Staff Directory (NSD) for the user’s profile by the email address provided to validate that the user is listed there, indicating to us that they are, in fact, active. Ideally, the EUS specialist will take a screenshot including the date and time portion of their screen and save it in the Private Note in chat and/or the Add Note in the ticket.


2. If the profile is found in NSD, the EUS specialist will reactivate the user's profile.

Instructions for activating/deactivating accounts in CSOD can be found here. 

3. If the user cannot be found in NSD, the EUS specialist will follow the standard escalation process in the Inactive Account | Employee and Inactive Account | Contractor SRs.

In these scenarios, we should ensure that the temporary password option is not leveraged. Allowing/instructing the users to log in via SSO with their CAC will further ensure that they are active employees.


IMPORTANT!


We are permitted to reactivate inactive accounts for NOAA users (not NOAA admin accounts, OMAO, SI, or NWS and their users) ONLY, and no other bureau.

Please refer to the guide provided by the NOAA administrators, as well as ticket 66581, should you need further assistance on this process.

NOAA User Reactivation Guide


INTERNAL NOTE!

Should any support specialist experience issues/run into an error message when accessing the NSD, when assisting with reactivating inactive NOAA accounts, please reach out to the team via the applicable Microsoft Teams channel. 

 

Though the NOAA Staff Directory is a public website, access may be restricted to specific countries which causes the error messages.


NOTES FOR TICKET PROCESSORS!


If the user has an active account within the CLC, but cannot be found in NSD, the EUS specialist will need to escalate. In the escalation, please include a screenshot with a timestamp showing that the account cannot be found in the NSD and when we searched for the account. Please also include in the Additional Information of the ticket that there is an active account in the CLC, but no account in the NSD.


Standard Response:


Thank you for waiting!

Kindly note that I have located your account within the CLC, but it is currently inactive. Please allow me a few moments to reactivate your account for you.