Introduction

This document should guide a Supporter through the support processes within Gigi.

The structure of the document is according to the workflow of support processes.

The documentation is based on the software release 0.1-63-g15f6a8ad.

This documentation covers only the needs of Supporter. All elements used by an ordinary user a covered in the documentation "Gigi User Documentation". There are separate documentations for users with the role RA Agent, Organsiation RA Agent and Organsisation Administrators.

Definition Supporter

Supporter is a special trained user who is enabled to act as supporter.

Precondition To Act As Supporter

A supporter needs to be trained to act as supporter. This current knowledge needs to be proofed by passing the Supporter Qualifying Challenge on the Quiz-System.

A supporter gets appointed by the CA organisation and gets the support credentials added to the account by another supporter.

Get Support Rights

To act as supporter the support case must be given to system.

Screenshot Support menue

Screenshot Support menue

To identify a support case the ticket number is given to the system.

Screenshot Set ticket

Screenshot Set ticket

Enter the ticket number and 'Set ticket number'.

A valid ticket number has the following structure Xyyyymmdd.nn and is related to the ticket system. Once the ticket number is set it is visible on the right top corner of the application.

Screenshot Ticket status To unset the ticket number use 'Set ticket' again.

Screenshot Unset Ticket

Screenshot Unset Ticket

Finish with 'End working on ticket'.

All changes of data are tracked with the ticket number and the supporter who is responsible for the change.

User Support

To find a user go to Support Console - Find Email.

Screenshot Find email

Screenshot Find email

Enter the email address of an account. For the search '%' can be used as wildcard. e.g. %@example.org for all email addresses containing the domain example.org.

If the search finds an exact match the user entry is shown else a list of email addresses is given.

Screenshot List of email addresses The ID or the email address is clicked to open the user account.

View Names

At the beginning of the user data all names and the granted VP for each name variant are given.

Change Date Of Birth

Support can change the date of birth.

Screenshot Change of DoB

Screenshot Change of DoB

Enter the new DoB and use Update.

View Trainings

Support can view the successful passed trainings. Click Show Trainings.

Screenshot Trainings

Screenshot Trainings

The list of trainings is ordered by descended dates.

Screenshot Trainings list

Screenshot Trainings list

View RA Agent Status

Support can see if an user holds actual the RA Agent Status.

Screenshot RA Agent status

Screenshot RA Agent status

View Verification Points And Experience Points

Support can see the total of Verification and Experience Points. To see a detailed list click Show.

Screenshot Points

Screenshot Points

The list of points.

Screenshot Points details

Support Managed Groups

Support is able to grant some user rights.

Screenshot Support Managed Groups

Screenshot Support Managed Groups

The following entries are available:

Group Description

supporter

user is able to act as support

may not verify

user is not allowed add verifications

may not be verified

no verification can be entered to a user account

may not login

user is not allowed to login

may not issue certificates

user is not allowed to issued certificates

may verify as TTP

user is able to act as TTP RA Agent

may issue codesigning certificates

user is able to issue codesigning certificates

may verify organisation

user is able to act as Organisation RA Agent

may enter nucleus verifications

user is able to act as Nucleus RA Agent

To add a group the select the required group and use Add Group.

To remove a group the select the required group and use Remove Group.

A supporter is not able to change his own group settings.

User Managed Groups

Support is able to see which user manegd goups are assigned through the user.

Screenshot User Managed Groups

Screenshot User Managed Groups

The following entries are available:

Group Description
request to be verified via ttp ---
wants to access to the locate agent system ---
wants to receive an email notification for any Verification they enter ---

Reset Password

Support is able to reset a password but the preferred password reset should be done via password reset via Verification.

Screenshot Reset Password

Screenshot Reset Password

Support enters a new "A-Word" and use Reset Password.

The new A-Word needs to be send via email to the user while the confirmation link for the password reset routine is send automatically through the system.

Delete Account

Currently not yet implemented

View Account History

Support can see the account history. To see a detailed list click Show account history.

Screenshot Show account history

Screenshot Show account history

The list of points.

Screenshot Account History

Screenshot Account History

Alternate Verified Email Addresses

List of alternated email addresses.

Screenshot Alternate Verified Email Addresses

Domains

List of domains linked to the account.

Screenshot Domains

Screenshot Domains

View Certificate

List of certificate issued to the account.

Screenshot Certificate

Screenshot Certificate

Support is able to see an overview about the issued certificates. For each certificate class the number of the total issued certificates, the number of valid certificates, the number of expired certificates, the number of revoked certificates and the date of the latest expiring certificate.

Revoke Certificates

Support is able to revoke all certificates by using the revoke Certificate button.

Screenshot Revoke certificates

Screenshot Revoke certificates

Domain Support

To find a certificate go to Support Console - Find Domain.

Screenshot Find domain

Screenshot Find domain

If the domain is linked to a personal account the personal account will be openen.

In case that the domain is linked to an organsiation account a message is displayed.

Screenshot Domain of organisation

Screenshot Domain of organisation

Certificate Support

To find a certificate go to Support Console - Find Certificate.

Screenshot Find certificate

Screenshot Find certificate

It can be searched after serial number of a certificate, an email address in the Subject Alternative Names of a certificate or a domain in the Subject Alternative Names of a certificate. For the search '%' can be used as wildcard. e.g. %@example.org for all email addresses containing the domain example.org.

If the search finds an exact match the certificate entry is shown else a list of certificates is given.

Screenshot List of certificates

Screenshot List of certificates

The ID or the serial number is clicked to open the certificate details.

A certificate can be revoked by using the Revoke Certificate button.

Screenshot Revoke certificate

Screenshot Revoke certificate


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