Kerberos Failed Error

1. Objective
   

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   When a student or an employee is unable to reset or set their initial passphrase, a Kerberos Failed Error may appear on User Lookup. Service Desk employees may provide assistance to customers to clear up the problem.
   
   
2. Authorization/Credentials Required

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   LDAP Group, DUO, Ticketing System Access, MVS
   
   
3. Tier Level and Escalation Assignment Group

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   Tier Level: dit-service-desk-1
   Escalation Assignment Group: dit-service-desk-2
   
   
4. Information Required

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   • Date of Hire
   • Directory ID
     
     
5. Steps to Complete Procedure

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   1. Check to see if user is in people branch
   2. Verify Information in MVS is accurate (no tabs or odd characters)
   3. Submit a ticket to dit-service-desk-2
   4. Follow up with Supervisor
   5. Have the user contact their PHR with instructions on what to correct
      
      
6. Flow Chart

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7. Example Script

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   Technician: Hello, you have reached the Division of IT Help Desk, this is <technician's name>. May I have your name, directory ID and/or UID.  How may I help you? {Create a New Ticket}
   
   Customer:  My name is <customer's name>, and my UID/Directory ID is: <xxxxxxxxx>.  I would like to have my passphrase reset.
   
   Technician:  {Looks up information on Customer information, and receives a Kerberos Failed Error when attempting to reset passphrase}.
   
   I am seeing a Kerberos Failed Error when attempting to reset your passphrase. This is a pretty uncommon error, so I may need to escalate this to our admins. Please give ma a moment as I check your MVS information.  Can you please verify the following:
   
   Name
   Department
   Full Title
   Hire Date
   Birthdate
   Last 5 of SS
   
   
   IF ERROR IS FOUND:There appears to be an incorrect value in one of the fields for your record. Please have your PHR correct this information.
   
   IF NO ERROR SEEMS TO BE FOUND: Your account information appears to be accurate, so I will be assigning your ticket to our Tier 2 Service Desk. They will follow up with you regarding this problem you are experiencing. Can I get an alternative email address in which you can be reached?
    
   1. Check to see if user is in people branch
   2. Verify Information in MVS is accurate (no tabs or odd characters)
   3. Submit a ticket to dit-service-desk-2
   4. Follow up with Supervisor
   5. Have the user contact their PHR with instructions on what to correct