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Xerox Services
Access and Identity
Management — AIM
User Guide
For support call,
Dallas Service Desk: 214-841-8108
Email: [email protected]
December 2014
V4.1
Novell IDM 4.0.1
©2012 Xerox Corporation. All rights reserved. XEROX® and XEROX and Design® are trademarks of the Xerox Corporation
in the United States and/or other countries.
Table of Contents
Preface.....................................................................................................................................5
Introduction..........................................................................................................................5
Logging into the AIM system ..................................................................................................6
Window enlargement ............................................................................................................8
The Identity Self-Service tab .................................................................................................... 10
Changing your password...................................................................................................... 11
The Work Dashboard tab......................................................................................................... 11
Approving a new provision request ...................................................................................... 14
Provisioning a new non-employee........................................................................................ 21
Extending a Non-Employee CID ............................................................................................ 24
Escalations: ......................................................................................................................... 28
Requesting/Modifying Your AP Workflow Account ................................................................ 28
Requesting/Modifying the AP Workflow Account for your Direct Report ................................ 35
Immediate terminations for Employees and Non-Employees ................................................. 42
Contractor (CID) to WIN ID Conversion ................................................................................. 47
Appendix A: AIM field explanations.......................................................................................... 53
Appendix B: Troubleshooting ................................................................................................... 55
Helpful Links ........................................................................................................................... 57
Index……………………………………………………………………………………………………………………………………………58
14
Preface
Introduction
Access and Identity Management (AIM) is a system that Xerox Services use to securely
streamline the on-boarding and off-boarding of all Xerox Services US employees and nonemployees. Through this new technology, you will automatically receive your new
employee’s WIN ID once they have been hired. You can instantaneously on-board or offboard a person’s Worldwide Identification Number (WIN) or Contractor ID (CID), and Xerox
e-mail account through a series of simple clicks. AIM performs the following tasks:
•
Synchronize the password with S3/ XRXNA accounts
•
Provision domestic accounts to Americas, GHS, AMS, ACS-CSG, BAS Active
Directories
Provision AP Workflow Accounts
Provision Exchange 2010 mailboxes
Extend Contractor logins
•
•
•
•
•
Quickly provide an initial password and WIN ID/CID for new employees and non–
employees
Provides a contractor data repository
What are the benefits of this tool?
AIM provides an interface that you can use from your web browser. From the Work
Dashboard tab, you can request a CID and password for Non-employees, and check
the approval status of their requests. In addition to these benefits, this tool will also
perform the following tasks:
•
Improve password synchronization,
•
Automate workflows and electronic forms to streamline HR peoplebased activities throughout the entire employment life-cycle,
•
Automate processes for on-boarding/off-boarding users to improve new
hire turnaround time and data security,
•
Present a single source of people data that is consistent and reliable across all
our systems, and
•
Decrease time, effort, and associated risks in processing terminated accounts/user access.
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5
Important features
Action
Description
Task Notifications
Displays the approval tasks currently assigned to you in
your workflow queue.
Make a Process Request
Let’s you make a request for an employee or non-employee.
Requests Status
Displays the status of the requests made by or for you.
Make Team Process Requests
Let’s you make a request for a resource for a member of your
team.
Approve
Allows you to give your approval to the task.
Deny
Allows you to explicitly deny your approval to the task. When
you deny a request, you will be routed back to your tasks.
Table 1
Logging into the AIM system
When you’re ready to start using AIM, all you need is your web browser. Because
it works in a browser, AIM is as easy to access as any web page.
To access AIM:
1. Open your Web browser.
2. Type aim.acs-inc.com in the address bar.
3. On the Welcome page, click on the Login link in the upper right corner of the screen.
4. Type your username (WIN ID or C ID) and Password (i.e., your network password) to
log into the AIM user application.
Figure 1
4. Click Login....
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Figure 2
5. Enter a Password Hint. This word will be used for the help desk to verify your identity.
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7
Window enlargement
The framed window can be enlarged by dragging a corner out. Inversely, the screen can
be made smaller by dragging it in.
Figure 3
8
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Figure 4
Figure 5
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The Identity Self-Service tab
The Identity Self-Service tab gives you a convenient way to display and work with
identity information about yourself. You can use this feature to perform the
following tasks:
•
Visualize how those users and groups are related,
•
Manage your own user account directly, and
•
Search for other users and groups in the organization.
What you can see and do is determined by your level of permission. The left side of the
Identity Self-Service tab displays a menu of actions that you can perform. The actions
are listed by category. When you click an action, it displays a corresponding page on the
right.
Figure 6
10
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The following table summarizes the actions that are available to you on the
Identity Self-Service tab:
Action
Description
Organization Chart
Displays the relationships among users and groups in the
form of an interactive organizational chart.
My Profile
Displays the detail for your user account and lets you work
with that information.
Directory Search
Allows you to search for users or groups by entering search
criteria or by using previously saved search criteria.
Table 2
Changing your password
Password should be changed through the Self Service Password Reset Portal (SSPR)
system only: https://aim.acs-inc.com/sspr
Please follow the below SSPR User Guide link for Password changes
SSPR User Guide: https://sso.acsinc.com/nidp/images/XS_SSPR_AIM_UG.12.17.2013.pdf
The Work Dashboard tab
The purpose of the Work Dashboard tab is to give you a convenient way to perform
workflow-based provisioning actions. These actions allow you to manage user
access and make provisioning requests for non-employees.
The left side of the Work Dashboard tab displays a menu of actions you can
perform. Self-service actions are accessed under Make a Process Request.
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11
Figure 10


Actions for a team member who reports to you are available under Settings ->
TeamSettings -> Make Team Process Request.

When you click an action, it displays a corresponding page on the right. The
page typically contains a window that shows the details for that action. 
Figure 7
The following table summarizes the actions that are available to you on the
Work Dashboard tab:
Category
Action
Description
Work Dashboard
Task Notifications
Displays the approval tasks currently assigned
to you in your workflow queue.
Work Dashboard
Resource Assignments
Feature Disabled
Work Dashboard
Role Assignments
Feature Disabled
Work Dashboard
Request Status
Displays the status of the requests made by or
for you. The list of requests therefore includes
those for which you are the initiator or the
recipient for a request that authorizes view
privileges for recipients.
Settings
Enter Proxy Mode
Feature Disabled
Settings
Edit Availability
Shows your availability for approving requests.
Settings
My Proxy Assignments
Feature Disabled
Settings
My Delegate
Assignments
Feature Disabled
Settings -> Team Settings
Team Availability
Shows your teams availability.
Settings -> Team Settings
Team Proxy
Assignments
Feature Disabled
12
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Settings -> Team Settings
Team Delegate
Assignments
Feature Disabled
Settings -> Team Settings
Make Team Process
Requests
Let’s you make a request for a resource for a
member of your team.
Make a Process Request
Allows you to request a resource for yourself.
Table 3
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13
Approving a new provision request
When individuals are hired for a position with Xerox Services, they are entered into
an identity repository. You (the manager) will receive two emails: New Employee or
Non-employee Password notification and New Provisioning Request.
The password notification email provides the password that the new employees will
use when they first log in to the network.
Figure 8
The New Provisioning Request notification provides the WIN ID or CID that has been
generated for the new employee or non-employee. This email also contains a link to
the AIM system where you can approve or deny the request.
If the new employee was formerly a Contractor for Xerox and has an active
Contractor ID (CID), please complete the Contractor to Employee Conversion
process prior to approving the new provisioning request. Failure to do so may result in
system access failure. Please refer to the Contractor to Employee Conversion
process in this document.
WARNING: Failure to complete the New Provisioning Request
(onboardingworkflow) will result in termination of the new employee. Managers
must approve the Employee Onboarding Workflow (onboarding workflow) within 21
days, failure to approve the workflow within 21days will result in escalation of the
workflow to the Manager’s manager. Failure of the Manager's manager to approve
the workflow within 21 days of receiving the escalation will result in termination of
the employee being onboarded.
.
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15
To approve a new provision request

Inside notification mail Click on ―here” link as shown below in the new
provisioning request email notification. 

The following dialog is displayed. 
Figure 10


16
Type your username (WIN ID or CID) and Password (i.e., your network
password) to log into AIM. 
Click Login…. 
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

The following windows displayed, to further customize the request. 
Click on ―Claim‖. 
Once claimed the form will display as below…
Important point to note: Does this employee currently have a CID? If they do then you
mustcomplete the Contractor-to-Employee workflow before approving this onboarding workflow!
Also, the field ―Does the Employee have a CID that has not yet been converted? *‖ is mandatory
field and the drop-down options as ―Yes/No‖.
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You will receive popup messages on choosing ―Yes‖ option for ―Does the Employee have a
CID that has not yet been converted?‖ dropdown and on clicking ―Approve‖ button.
.
Figure 11
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NOTE: If you select“Yes”option for a New GHS Domain Account, you will be prompted
toselect a valid address that cannot be modified.
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
Click ―Approve‖ after you have completed the form. 
Figure 12
NOTE: If you have multiple requests to approve, go to "Tasks Notifications" to work on
theremaining requests.

You will receive a message stating that your submission was successful. Your 
account
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Provisioning a new non-employee
(Contractor)
Using the AIM, you can request a password and CID for new non-employees (contractors).
To provision a new non-employee CID



Log into the AIM system. 
Click the ―Work Dashboard” tab. 
Figure 14

Select ―All‖ Make a Process Request.
Figure 16
S

Click Continue. 
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21

Click On-Boarding Non-Employee from the Resource list. 
Figure 17

Select ―true‖ if you want to request LAN access for your new non-employee
(contractor) under “ACS on Boarding Non-Employee”.
NOTE: If “False” is selected for “Request LAN account”, the new non-employee will
only receive a CID.
 Choose the appropriate domain account(s).
 Complete the required fields in the non-employee provisioning form.
NOTE: The asterisk (*) indicates a required field.

22
Click “Submit‖after you have confirmed the data.
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
You will receive a message successful submission followed by two
email notifications. 

The first notification contains the initial password for the new non-employee. 

Figure 19

The second email contains the CID. 
Figure 20
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23


If an Active Directory account for domain Americas, GHS, or ACS-CSG was requested. 
you will receive a ―New Account Created‖ email notification. 
Figure 21
Extending a Non-Employee CID
Using the AIM, you can extend the login expiration date for non-employees (contractors).
To extend a non-employee CID



Log into the AIM system. 
Click the ―Work Dashboard‖ tab. 
Figure 22
 Click the Settings > Team Settings > Make Team Process Requests link.
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24
Figure 23



From the Select a team drop-down list box, select ―Direct Reports‖ 
Click ―Continue‖ to show all Team workflows. 
Figure 24

Click ―Continue‖ again for all Types of Requests workflows. 
Figure 25
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25

Click the CID Extension link. 
Figure 26

 Click on the magnifying glass to select your recipient. 
 You may search for your employee by name or by WIN ID, Enter your search criteria
and select Search. 
Figure 27
 Click Continue.
Figure 28
26
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




Confirm the information for the correct non-employee. 
Click ―Submit‖. 
A final confirmation dialog displays. 
Figure 29
 Click ―Close‖.
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27
Escalations:
If you (as manager) do not act on a new provision request within 21 days, the request
will escalate to your Manager. Your manager will receive an escalation email and can
log into the AIM user application to request access and approve the request. If your
manager is a C-level executive, the request will be sent to the Xerox Services Identity
Management team for approval.
Figure 30
To approve an escalated new employee request

Click here in the new provisioning request email notification. 
 Type your username (WIN ID) and Password (i.e., your network password) to log into
the AIM user application. 


Click Login. 

Click Accept to request additional access and/or to edit the employee data. 
 Select any additional access needed (i.e. Americas AD Domain). 
Click Approve after you have completed the form.
Requesting/Modifying Your AP
Workflow Account
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1) Using the AIM, Employees and Managers can request a new APW account or
modifications to an existing account. Managers can request new accounts and
modifications for their direct reports.
If you are a re-hire and have previously had an AP Workflow account, you will need
to contact the Help Desk so that they can open a ticket for the AIM team to remove
your old access before you request a new account in AIM.
To request/modify an AP Workflow account for you.


Log into the AIM system. 
Click the ―Work Dashboard‖ tab. 
Figure 31





Click Make a Process Request
Select All from the Process Request Category drop down. 
Click Continue.
Figure 32

Click on the link for the AP Workflow Process Request 
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29
Figure 33



If you already have an AP Workflow account existing values will be pre-selected. 
Enter the appropriate request information. 
Note: Fields marked with an * are required.
Note: Email field is already associated to a user in AP Workflow and you
arerequesting a new account, your request will not be processed. So ensure
that the AP Workflow Email field contains your own email.

To view the details on the Over Limit Authorizers click on the Over Limit Authorizers
link and open the file using Microsoft Excel. 
Figure 35

Sample over Limit Authorizers spreadsheet. 
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30
Figure 34

To add an Over Limit Authorizers click on the Add button. 
Figure 36

A list of Over Limit Authorizers will be displayed sorted by approval limit in
descending order. 
Figure 37
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31



Use <CTRL>F to display a find box. 
Enter the approver’s name in the fine box to search for a user. 
Figure 38

32


Click on the user’s name to select your Over Limit Authorizer. 
Click on the Add button again to add another Over Limit Authorizer. Multiple Over Limit
Authorizers may be added. 
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
Once all of the information is correct, click on the ―Submit” button to complete request. 
Figure 39
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33

If the request is for you, an email will be sent to your Manager requesting approval. 
Figure 40



Once your manager has approved your request, an email will be sent to the AP
Workflow team for additional approvals. 

If your request is denied by an approver you will receive an email stating that
your request was denied. 
Figure 41

34

You may check the status of your request at any time. If the comments show a
reviewer who has been assigned to your request but there is not a comment
showing that the reviewer has approved it, then your request is still in progress and
you can contact the reviewer/approver to see if they can approve it. 

If the comments show a reviewer who has been assigned to your request and
has denied it, then your request could not be completed and you can contact the
reviewer/approver if you have questions as to why your request was denied. 
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
















If the comments show ―New Values‖ then your request has completed. 
To check the status of your request: 
Log into AIM (https://aim.acs-inc.com/IDMProv/jsps/login/Login.jsp). 
Click on Work Dashboard -> Request Status. 
Click on the Request. 
Select Comment and Flow History. 
Once your request has been approved by the AIM system you will receive an
email stating that your request workflow has completed in AIM. 
After your request has completed in AIM, your account will need to be
enabled by the AP Workflow team before you can log into the AP
Workflow system.
Once your account is enabled in AP Workflow by the AP Workflow team, you
will receive an email from the AP Workflow team with your AP Workflow login
and password. You can then go into AIM and reset your password so that your
AP Workflow password is in synch with your network password. 
Requesting/Modifying the AP Workflow
Account for your Direct Report
If you are a manager you can use AIM to request a new AP Workflow account or make
modifications to your existing AP Workflow account for your direct reports.
If the request recipient is a rehire and has previously had an AP Workflow account, you will
need to contact the Help Desk so that they can open a ticket for the AIM team to remove
the old access before you request a new account in AIM for your employee.
To request/modify an AP Workflow account for your direct report.



Log into the AIM system. 
Click the ―Work Dashboard‖ tab. 
Figure 42





Click Settings > Team Settings > Make Team Process Requests. 
Select ―all‖ from the Process Request Category drop down. 
Click Continue.
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35
Figure 43

Click on the link for the AP Workflow Process Request 

You will be prompted to select the user for whom you are making the request. Use
the magnifying glass to select your employee.
Figure 44

You may search for your employee by name or by WIN ID. Enter your search criteria
and select Search. 
Figure 45
36
Xerox Services –Identity Management



If the user already has an AP Workflow account existing values will be pre-selected. 
Enter the appropriate request information. 
Note: Fields marked with an * are required.
Note: Email field is already associated to a user in AP Workflow and you
arerequesting a new account, your request will not be able to be processed. So
ensure that the AP Workflow Email field contains the user’s own email.
Figure 46
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37

To view the details on the Over Limit Authorizers click on the Over Limit Authorizers
link and open the file using Microsoft Excel. 
Figure 47

Sample Over Limit Authorizers spreadsheet. 
Figure 48

To add an Over Limit Authorizer click on the Add button. 
Figure 49
38
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
A list of Over Limit Authorizers will be displayed sorted by approval limit in
descending order. 
Figure 50



Use <ctrl>F to display a find box. 
Enter the approver’s name in the find box to search for a user. 
Figure 51



Click on the user’s name to select your Over Limit Authorizer. 
Click on the Add button again to add another Over Limit Authorizer. Multiple Over Limit
Authorizers may be added. 
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39

Once all of the information is correct, click on the Submit button to submit your
request. 
Figure 52

40
An email will be sent to the AP Workflow team for approvals. 
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
If your request is denied by an approver you will receive an email stating that
your request was denied. 
Figure 53


You may check the status of your request at any time. If the comments show a
reviewer who has been assigned to your request but there is not a comment showing
that the reviewer has approved it, then your request is still in progress and you can
contact the reviewer/approver to see if they can approve it. 

If the comments show a reviewer who has been assigned to your request and has
denied it, then your request could not be completed and you can contact the
reviewer/approver if you have questions as to why your request was denied. 







If the comments show ―New Values‖ then your request has completed. 
To check the status of your request: 
Log into AIM (https://aim.acs-inc.com/IDMProv/jsps/login/Login.jsp) 
Click on Work Dashboard -> Request Status 
Click on the Request 
Select Comment and Flow History 
Once your request has been approved by the AIM system you will receive an email
stating that your request workflow has completed in AIM. 

After your request has completed in AIM, the account will need to be
enabled by the AP Workflow team before the user can log into the AP
Workflow system. 










Once the account is enabled in AP Workflow by the AP Workflow team, the user will receive
an email from the AP Workflow team with the AP Workflow login and password. The user
can then use AIM to reset his password so that his AP Workflow password is in synch with
his network password.
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41
Immediate terminations for Employees
and Non-Employees
The off-boarding process consists of two main conditions:
•
A scheduled termination which is triggered for future date processing.
You can log into GMSS (Global Manager Self Service) and enter the
scheduled separation date with Xerox Services. Normal workflow notification
and de-provisioning of access to systems should only occur after that date.
•
An employee’s access to systems is disabled immediately.
To immediately disable an employee’s access
  Log into AIM. 
  Select the Work Dashboard tab. 
 Select Settings -> Team Settings -> Make Team Process Request link. 
Figure 54

Click Continue. 
Figure 55
42
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.
Select ―all‖ 
Click ―Continue‖. 


Figure 56

Select ―Off boarding Accounts‖
Figure 57

Click Continue. 
Figure 58
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43

Select your direct report from the Recipient drop down list box. 
Figure 59





Verify the employee data. 
Click ―Submit‖.
You will receive a message stating that your submission was successful. If your
employee was granted an Americas, GHS, or ACS-CSG Active Directory
account, you will receive an ―account disabled‖ email notification. 
Figure 60

44
You will also receive an email that contains important information regarding
the terminated employee along with a termination checklist. 
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Figure 61

This checklist ensures that you have completed processes to terminate
accounts not controlled by AIM such as local applications or client accounts. 
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45
Figure 62
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Contractor (CID) to WIN ID Conversion
The Contractor (CID) to WIN ID Conversion workflow allows the manager to convert a user’s
logins that were provisioned to them as a contractor (CID) to the user’s new WIN ID if they are
hired as a permanent employee. The conversion process must be completed AFTER the user
has received their WIN ID and BEFORE the manager completes the onboarding workflow.
Steps:




Notify the employee who is being converted to log off while the conversion is completed.
This will ensure that his/her accounts do not get locked. 
Log into AIM https://aim.acs-inc.com/
Select the Work Dashboard tab. 
Figure 68

Click Settings > Team Settings > Make Team Process Requests. 
Figure 69



Select ―All” from the Process Request Category drop down. 
Click ―Continue”. 
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47
Figure 7063










48
Select the Contractor-to-Employee Conversion workflow from the menu. 
FIRST: Search for the Win-ID to be converted:
Click on the magnifying glass next to the Recipient field to enter the WIN-ID. 
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
Enter the new WIN ID under the WIN ID/CID field. 



Click on Search. 

Click Continue. 
Click on the row containing the correct employee to select. 
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49
SECOND: Select the C-ID under the Contractor field.

On the displayed Form click on the magnifying glass next to the Contractor field to enter
the CID. 

Enter the user’s CID and click onSearch.
50
Xerox Services –Identity Management

Click on the row containing the correct employee to select. 
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51



Confirm all of the employee information. Ensure that the Transfer FROM section contains the
user’s contractor ID (CID). Confirm that the Transfer TO section contains the user’s 
WIN ID.

Click Submit. 

After submitting, a confirmation email notification will be sent to you. 
Follow the instructions on the email (from IDM Admin) to accept/approve and submit the
conversion workflow.

Contact the helpdesk to have a ticket opened to the S3 team in the Remedy application to
convert the Exchange from the C-ID to the WIN ID. 
Note: The manager should receive an email from the S3 team when the new token is created
forthe WIN ID along with instructions on how to activate it









52
Once the ID conversion and email are converted the manager needs to complete
the Employee On-boarding workflow for the WIN ID. 
After approval, the user will
 access the following systems using the noted ID’s (only if they previously had
access under their CID)

Dallas network & VPN: Americas\WIN ID 

Atlanta: GHS\WIN ID 

Sandy & Lexington: ACS-CSG\WIN ID 

SharePoint: Americas\WIN ID 

Email/OCS: XRXNA\WIN ID 

Infobank: WIN ID 

Password Reset: SSPR (https://aim.acs-inc.com/sspr/private/Login) with WIN ID 
Xerox Services –Identity Management
Appendix A: AIM field
Appendix A: AIM field
explanations
Field
Description
User
Employee’s name
Win ID
Employee’s Worldwide Identification Number
User Type
Defaults to Employee
New Americas AD Domain
Request an Americas Active Directory account
New GHS AD Domain
Request a GHS Active Directory account
New ACS-CSG AD Domain
Request an ACS-CSG Active Directory account
Title
The Employee’s job title
Telephone
The employee’s telephone number (and extension, if applicable)
Business Group
Defaults to manager’s group
Business Unit
Defaults to manager’s unit
Department
Defaults to manager’s department
Cost Center
Defaults to manager’s cost center
Xerox Services Location
Defaults to manager’s location
Address
Defaults to manager’s address
City
Defaults to manager’s city
State
Defaults to manager’s state
Postal Code
Defaults to manager’s postal code
Country
Defaults to manager’s country
Primarily works from
Select an Xerox Services Business Address, Home, or Client Site
Physical Office Address
Enter the address where the employee is located
Company (contractors only)
Enter the name of the company supplying the contractor
Xerox Services-Identity Management
53
Appendix A: AIM field explanations
Field
Description
Exchange Account
If the employee needs an email account, choose Xerox
Mailbox, BuckConsultants Mailbox, or BuckCanada
Mailbox.
Distribution List
Enter the email distribution list to which the employee should
belong
RACF
Request a Resource Access Control Facility (RACF) account
for this employee. RACF is IBM’s security package.
SharePoint
Request a SharePoint account for this employee. The Microsoft
Office SharePoint Portal is the ACS standard for connecting
people, teams, and knowledge across business processes.
Live Link
Request a Live Link account for this employee. Live Link is a
document repository.
Quick Place
Request a QuickPlace account for this employee. QuickPlace is
the component of Lotus Notes containing the Sametime Connect
Client, the Instant Messaging application for employee use.
UltiPro
Request an UltiPro account for this employee. For new
employees, an account is created in UltiPro, the U.S payroll
database.
Corporate Internal Metaframe
Request a metaframe account for this employee.
VPN Access
Request a VPN account for this employee. A Virtual Private
Network account allows an employee to login securely to the
corporate network. Note: Employees with Americas
accounts will already have a VPN account.
RSA Token Access
Request RSA Token Access for this employee. Some clients
require a secure token to login to their servers.
Citrix Access
Request a Citrix account for this employee. Citrix is a client for
secure
remote access.
Network Folder(s) Access
Include the full data path of the folder to which this employee
needs access.
Specify Access Needed
Set the file access rights for this employee (e.g., Read Only,
Write,
Modify, or Owner)
Table 4
54
Xerox Services –Identity Management
Appendix B: Troubleshooting
Appendix B: Troubleshooting
Listed below are troubleshooting tips to assist you if you have problems with the AIM system.
Problem
My Active Directory account is locked out while I
change my password.
My Active Directory accounts get locked out
repeatedly.
1)
2)
3)
4)
1)
2)
Some of my passwords fail
1)
2)
3)
4)
S3 ID is not active
1)
2)
The password change does not show up in
Infobank or my AD account, even though I can
log into AMP or AIM with my new password.
Xerox Services-Identity Management
1)
2)
System
Log out of Outlook and your workstation.
Change your password once more.
Try your new password.
Should it fail, allow up to 15 minutes for the new
password to propagate through the system.
Remove or update all iPhone, iPad, network drives,
or virtual desktops with old passwords
Try to log off network and re-login to confirm
correct password locally.
Identify breakdown point.
If any AD password fails, try resetting with a non
default password. Repeated resets with same
password is usually accepted in AIM but rejected
in AD.
Try logging into each environment separately to
narrow break down: Infobank/Americas
(AIM),iProcurement/ePay (S3), Xerox Email
(XRXNA). Try old password also? Has S3 ID been
activated?
Delayed by congested network traffic. Try to
change password later in day
Did manager give you the S3 activation token? If
not, go into aim to user self-service to find S3
token. Allow a few days after start date to get
token.
If Non-employee, confirm employeeStatus=A,
employeeType=Contractor, valid two character
country code like US or GB.
Your AIM profile does not have the necessary
Active Directory entitlement.
Open a Help Desk ticket assigned to the AIM team
to add the correct entitlement for your profile.
55
Appendix B: Troubleshooting
Problem
The email notifications are going to my Junk
Mail folder.
System
1)
2)
3)
4)
5)
6)
I received the AIM notification, but I no longer
see the request in my queue.
1)
2)
Open Outlook.
On the Tools menu, click Options.
On the Preferences tab, under E-mail, click Junk E-mail.
Click the Safe Senders tab.
Click Add.
In the Enter an e-mail address or Internet domain
name to be added to the list box, enter acsinc.com, and then click OK.
Repeat Steps 5 and 6 for each name or address
that you want to add.
The AIM On-Boarding workflow has been escalated
to my manager.
If you need to process immediately, open a Help
Desk ticket assigned to the AIM team to reassign
the request back to you.
Table 5
56
Xerox Services –Identity Management
Helpful Links
Xerox IT Support
https://itsupport.xerox.com/dana-na/auth/url_21/welcome.cgi
Who to Call List https://infobank.acsinc.com/ACS_Answers/GlobalHelpDesk.asp
Site List with HR Contacts https://infobank.acsinc.com/docs/Master%20Site%20List.xls
S3 account Management
https://www.s3.external.xerox.com/dmt2/includes/index_help.jsp
Xerox Services-Identity Management
57
Appendix B: Troubleshooting
Index
AP Workflow Accounts, 28, 34
Approving a request, 16
Benefits, 5
Challenge Response, 12
Changing your password,
13 Definitions, 54
Escalations, 41
Extending a Non-Employee CID,
25 Features, 6
Helpful Links, 58
Logging into AIM, 6
On-Boarding Non-Employee, 23
58
Password Hint, 7
Provisioning a new non-employee, 22
Self-Service tab
Actions, 11
Team Request, 14
Terminations, 42, 47
The Identity Self-Service
tab Overview, 10
The Work Dashboard tab
Actions, 15
Overview, 14
Troubleshooting, 56
Xerox Services –Identity Management