Issuing a Replacement Device

To issue a replacement device, either a Help Desk operator or the user can submit a replacement device request.

A device can be replaced for a number of possible reasons:

Type of Replacement

Reason

Permanent Replacement (EOL)

DAMAGED

EXPIRED

Permanent Replacement

LOST

STOLEN

Temporary Replacement

FORGOTTEN

It is important to understand the replacement workflow, which may result in having additional devices for the user:

  • When a replacement request is created, the active "target" device is invalidated and all associated credentials are suspended, including any credentials which may be shared with a mobile device (mobile app certificates).

  • If a replacement request is canceled, the original device (now invalid) is restored and the replacement device is unbound if assigned.

  • If a temporary replacement device is terminated, the original device (now invalid) is restored and the temporary device is terminated.

  • Issuing a permanent replacement device terminates the invalid devices.

Example illustrating a permanent replacement over temporary replacement:

http://mindtouch.aaitg.com/@api/deki/files/16972/=replacement.png

Replacement Device Requests by a Help Desk Operator

Help Desk operators can either submit a replacement device request through local issuance or self-enrollment. For mobile smart cards, remote issuance of the replacement device is also available.

  1. A user contacts a Help Desk operator to declare a device incident.

  2. The Help Desk operator submits a device replacement request.

  3. An Issuance officer personalizes the device and gives it to the user.

  1. A user contacts a Help Desk operator to declare a device incident.

  2. The Help Desk operator submits a device replacement request.

  3. Optionally, an Issuance officer binds the device to the user.

  4. The Issuance officer gives the device to the user.

  5. The user self-enrolls the device through the ActivID CMS User Portal.

Note: Support for mobile smart cards has been deprecated starting with ActivID CMS 5.4.

  1. A user contacts a Help Desk operator to declare a device incident.

  2. The Help Desk operator submits a device replacement request using remote issuance.

  3. The user issues the new mobile smart card credentials directly on their mobile device.

Replacement Device Request by User

Once a user declares a device incident through the ActivID CMS User Portal, a device replacement request is automatically created.

  1. A user declares a device incident through the ActivID CMS User Portal. A device replacement request is automatically created.

  2. A Validation officer approves the device replacement request.

  3. An Issuance officer personalizes the device and gives it to the user.

  1. A user declares a device incident through the ActivID CMS User Portal. A device replacement request is automatically created.

  2. A Validation officer approves the device replacement request.

  3. An Issuance officer binds the device to the user.

  4. The user self-enrolls the device through the ActivID CMS User Portal.