We are using the Remote Support Ticketing landing page as a more simplified view for our users to report issues. In the past, when using the “Guest” portion of this page a verification code was not required. However, now that is a required step for users, even if they have a matching account in IIQ via a directory sync.

This causes a few issues for us:

• Not all students have an active E-Mail account, therefore, not all students are able to submit a request.
• In the past this was not required. That means now staff and students with e-mail addresses will have to enter in a verification code to submit a ticket, adding extra steps. If the user is trying to report an issue with accessing E-Mail, they would also be unable to provide this code.
• Even if a user has an account in IIQ, they are treated as a Guest when using Remote Support Ticketing.
• If this can’t be disabled we would need to update our training / steps for all staff and students to either provide information about providing the code OR change our landing page for IIQ to the full requestor page and also update our training / steps for all staff and students.

Can this be reverted back to the previous behavior or can IIQ do a check on the Guest Entry page to see if the E-Mail address already exists in the IIQ system and if so forego requiring a code as the account is already verified?