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User Account Management – University of Reading

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User Account Management

From the 11th of April a new system for the creation, management and control of Employee and External IT user accounts and email addresses will be implemented.

This new initiative means that your experience of user account creation will be significantly improved:

  • Accounts will be created quicker than before (within 24 hours).
  • Accounts will be automatically created and any changes, such as Line Manager changes, will be applied automatically.
  • Password resets (where passwords have been forgotten or locked out) can now be managed by the user once security questions have been set up within the system.

For new employees accounts are released once their signed contract of employment has been returned to HR and this has been recorded in the Trent HR System.

External accounts can now be requested directly within the system and requests forwarded to the appropriate Head of School or Head of Department for approval. Details of new accounts will be sent to the Line Manager of a new Employee or the sponsor of an External account, who should make the account details available to the account holder. The account holder will be required to change their password on first login to the network.

This is the first phase of a significant operational improvement which will see similar improvements for student account creation and also for Malaysia staff and students in later stages of development.

This new service will continue to allow us to develop Identity and Access Management as a service to the University ensuring that we can be more responsive, secure and efficient.

For more details please contact : Anton Lawrence

a.r.lawrence@reading.ac.uk

USER GUIDES

Below is a list of user guides related to UAM. They have been split into four categories for easier navigation.

Scroll to the category type you belong to and click the link for a downloadable PDF.

Common

Resetting your Password

Approver

SailPoint IIQ Login Process for Approver (1st time user)

Changing Password by Approver

Edit Authentication Questions by Approver

Approving External Account Request by Approver

Approving Extension Request by Approver

Requesting Suspension by Approver

Approving Suspension Request by Approver

Designating Alternative Approver by Approver

Employee

Creating External Account by Employee

SailPoint IIQ Login Process for Employees (1st Time User)

Changing Password Employee

Edit_Authentication Questions Employee

Requesting Extension for Externals by Employee

Requesting Extension for Employee by Employee

Externals

Creating External Account by Authorised External

SailPoint IIQ Login Process by Externals (1st Time User)

Changing Password by Externals

Edit Authentication Questions by Externals

Requesting Extension for Externals by Authorised External

FAQS

GENERAL

1. What is SailPoint IIQ and what does it do?

SailPoint IIQ is an Identity and Access Management system which will manage the activation, disabling and validation of IT User Accounts for Employee and Externals. Student and other account types will move from the existing system at a later date.

In Phase 1, the project has delivered a simplified and more supported User Access Management (UAM) process, which includes support/assistance for Joiners, Movers, Leavers and Recertification, for Employees (permanent and external staff and external students) across a number of University applications.

 

2. How to login to SailPoint IIQ?

The procedure for logging onto SailPoint IIQ is similar for all users. However, their IIQ dashboard/home screen may differ depending on the type of user you are. Please refer to the respective procedure documents as mentioned below.

a. If you are an External then follow "Login to SailPoint IIQ_External" procedure document which resides here

b. If you are an Employee then follow "Login to SailPoint IIQ_Employee" procedure document which resides here.

c. If you are an Approver then follow "Login to SailPoint IIQ_Approver" procedure document which resides here.

 

3. What kind of assistance is available on SailPoint IIQ?

User Guides have been created for all the functionalities that are available in the current version SailPoint IIQ. User Guides are available here.

 

4. I can't login, who should I contact?

All calls must be logged in the IT Self Service Portal in the first instance. So,

a. Please log a call on the IT Self Service Portal, if you have access to the application.

b. If you are unable to log a call on the IT Self Service Portal then please contact IT Service Desk on 01183786262 or 6262 if you are calling internally..

 

5. I am having problems with IIQ. How do I log a call?

All calls must be logged in the IT Self Service Portal in the first instance. So,

a. Please log a call on the IT Self Service Portal, if you have access to the application.

b. If you are unable to log a call on the IT Self Service Portal then please contact IT Service Desk on 01183786262 or 6262 if you are calling internally.

 

6. What are the normal business hours for support on SailPoint IIQ by IT Service Desk?

The normal business hours of support from IT Service Desk is from 8 am to 6 pm Monday to Friday.

 

7. What kind of support is available outside normal business hours, if any?

There is no support available outside of office hours as of yet. For any kind of support,

a. Please log a call in the IT Self Service Portal in the first instance, if you have access to the application.

b. If you are unable to log a call on the IT Self Service Portal then please contact IT Service Desk on 01183786262, or 6262 if you are calling internally.

 

8. Can I access SailPoint IIQ remotely? Is it secure?

No remote access will be available at this stage. Users will be notified once the remote access is made available.

 

9. How do I reset my password?

If you have logged in at least once before and have already setup your authentication questions then follow "Password Reset" procedure manual. The document resides here

If you have NOT logged in even once before then,

a. Please log a call in the IT Self Service Portal in the first instance, if you have access to the application.

b. If you are unable to log a call on the IT Self Service Portal then please contact IT Service Desk on 01183786262, or 6262 if you are calling internally.

EMPLOYEES, APPROVERS AND EXTERNALS

1. How do I create an External staff account?

An External staff/external student account can only be requested by a Line Manager who is also a permanent employee of UoR.

The procedure document for creating an external account is "Creating External Account_Employee", which resides here.

 

2. My password is not very memorable, how do I change it?

All users can change their own password. However, their IIQ dashboard/home screen will be different for different types of users. Please refer to the respective procedure documents as mentioned below.

a. If you are an External then follow "Changing Password_Externals" procedure document which resides here.

b. If you are an Employee then follow "Changing Password_Employee" procedure document which resides here.

c. If you are an Approver then follow "Changing Password_Approver" procedure document which resides here.

 

3. I have forgotten my password, how do I reset it?

If you have logged in at least once before and have already setup your authentication questions then follow "Password Reset" procedure manual. The document resides here.

If you have NOT logged in even once before then,

a. Please log a call in the IT Self Service Portal in the first instance, if you have access to the application.

b. If you are unable to log a call on the IT Self Service Portal then please contact IT Service Desk on 01183786262, or 6262 if you are calling internally.

 

4. How do I request an account extension?

A request for an employee account to be extended can be made by either the employee, before leaving, or their line manager (providing they are also a permanent employee of UoR).

The procedure document for requesting an extension is "Request Extension_Employee", which resides here.

 

5. How do I change my authentication questions?

All users can change their own authentication questions. However, their IIQ Dashboard/home screen will be different for different types of users. Please refer to the respective procedure documents as mentioned below.

a. If you are an External then follow "Editing Authentication Questions_Externals" procedure document which resides here.

b. If you are an Employee then follow "Editing Authentication Questions_Employee" procedure document which resides here.

c. If you are an Approver then follow "Editing Authentication Questions_Approver" procedure document which resides here.

 

6. I am unable to submit a Create External form for approval, why?

There could be a variety of reasons, both technical and non-technical, so you should contact the IT Service Desk for assistance.

All calls must be logged in the IT Self Service Portal in the first instance. So,

a. Please log a call on the IT Self Service Portal, if you have access to the application.

b. If you are unable to log a call on the IT Self Service Portal then please contact IT Service Desk on 01183786262 or 6262 if you are calling internally.

 

7. How does the Approver get notified when a request for creating an external or requesting a suspension has been submitted?

For 'creating an external', the request appears in the inbox of the Approver's IIQ Dashboard and they also get a notification via email. The Approver will login to IIQ to approve or reject the request.

NB: If the external account creation request is rejected by the Approver then no notification is sent to the requester. However, the request will also be visible in the requester's IIQ outbox until the approver has opened it to approve or reject the request.

For 'requesting a suspension' for either an employee or external account, the request can only be made by the Head of School (HOS) or Head of Department (HOD). All requests for suspensions, other than those for compromised IT accounts, should have already been discussed with either an HR Partner, Assistant Director or the Director of HR.

NB: When an account is suspended, an email notification is sent to suspension requester confirming that the account has been suspended.

 

8. Although an employee's account was created in Trent yesterday, I am unable to see it in IIQ today. Why?

Only Line Managers have access to view other people's Identity Cubes. Please check with your Line Manager. If your Line Manager is also unable to see the Identity Cube then raise a call with the IT Service Desk.

All calls must be logged in the IT Self Service Portal in the first instance. So,

a. Please log a call on the IT Self Service Portal, if you have access to the application.

b. If you are unable to log a call on the IT Self Service Portal then please contact IT Service Desk on 01183786262 or 6262 if you are calling internally.

 

9. How long does it take to get new employee data from Trent into SailPoint IIQ?

Once a complete employee record is available in Trent, IIQ will be notified and a new account will be created overnight.

 

10. What can I use SailPoint IIQ for?

You can use SailPoint IIQ to manage your IT account, including:

  • View your identity cube
  • Change your password
  • Create and edit your authentication questions
  • Reset your password

UoR employees can also:

  • Request the creation of an external account for someone else/an external coming to the university
  • Request an account extension

 

11. Who can view my account?

Your account can be viewed by yourself, your line manager, their line manager, and so on up the hierarchy. Members of the IT Service Desk and IIQ Systems Administrators can also view your account.

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