Process requests and view reports

On the SAS console, Self-Service > Queue Management provides the interface for each of the authorities to process requests. Use the State menu to select the Authority Queue to be viewed. Note that an Operator is not able to view a queue for which they do not have the corresponding authority.

Select a Request State from the list, and then click Search to update the list for the selected state.

All queues have a list containing requests waiting processing. Each row in the list shows:

• Request ID—This is a unique number that identifies this request through all of the queues. As soon as a request has been issued, a provisioning task is created using the same ID number. Provisioning tasks track the user’s enrollment activity.

• Submit Date—This is the date and time the user submitted the request.

• User ID—This is the user ID associated with the request. Click the link to view information about the user. This will correspond with the data for this user ID found under Assignment > User Detail.

• First Name—This is the user’s first name.

• Last Name—This is the user’s surname.

• Email—This is the email address associated with this user.

• Token Type—This is the token type requested by the user.

• Process State—This indicates the state of the request. Currently, the only option is Pending Approval.

• Approval Level 1—Displays a list of all requests awaiting this approval. Select one or more requests then click Level 1 Approve or Reject.

  • If the request is approved and Approval Level 2 is enabled, the request will be removed from this list and appear in the Approval Level 2 queue, otherwise it will appear in the Issuer queue.

  • If enabled, the user receives a “Request Approved” or “Request Rejected” notification corresponding to the Authorities decision. If approved and enabled, the next Authority in the processing sequence will receive a notification.

• Approval Level 2—Displays a list of all requests awaiting this approval. Select one or more requests then click Level 2 Approve or Reject to approve or reject the request respectively.

  • If the request is approved the request will be removed from this list and appear in the Issue queue.

  • If approved and enabled, the next Authority in the processing sequence will receive a notification.

• Issue—Displays a list of all requests awaiting this approval. Select one or more requests then click Issue Approve or Reject to approve or reject the request respectively.

  • If the request is approved and Shipping Authority is enabled for the requested token type, the request will be removed from this list and appear in the Shipping queue, otherwise the enrollment messages will be sent to the user.

  • If approved, a Provisioning Task will be created. The task tracks the status of the enrollment, including enforcement of enrollment policies such as last date to enroll.

• Shipping Queue—Displays a list of all requests awaiting this approval. Select one or more requests then click Issue Approve or Reject to approve or reject the request respectively.

  • The must receive an out of band activation code or instructions. The method of delivery is determined by the selection by token type.

  • If approved, a Provisioning Task will be created. The task tracks the status of the enrollment, including enforcement of enrollment policies such as last date to enroll. Tasks may be view from the Assignment > Provisioning Tasks.

  A provisioning task is created for each fulfillment. A provisioning task shows the date the enrollment reservation was created, the date by which enrollment must be completed, and the status of the enrollment. Tasks may be canceled or modified prior to user enrollment, and an alert can be generated for expired enrollments.

Reporting

All self-service requests for tokens and subsequent processing by authorities are available on the SAS console, in reports (Reports tab) including:

• Provisioning Task Attempts—Reports details of attempts to use provisioning tasks by users.

• Provisioning Tasks—Reports details of provisioning tasks.

• Provisioning Tasks – Outstanding—Lists all outstanding provisioning tasks

Token requests report

Token requests data and related workflow activity is recorded in the database. A number of reports are available to extract this data:

This report captures all requests and their progress through the workflow including:

• Request ID

• User ID

• First Name (user)

• Last Name (user)

• Email (user)

• Token Type (requested)

• Request State (Approval 1, Approval 2, Issue, Ship)

• Request Date

• Approval Date

• Approved By

• Issued Date

• Issued By

• Shipped Date

• Shipped By

Other relevant reports are the Provisioning Task Attempts, Provisioning Tasks and Provisioning Tasks Outstanding reports.