Banner vs BannerWeb vs Hyperion
When customers call for help with Banner or BannerWeb or Hyperion, they often just use the word Banner. They also confuse PINS and Passwords. You need to take this a step further and ask more questions and find out exactly what they're referring to.
User ID & PIN needed to login
We can reset PIN.
Call type: BannerWeb PIN
Assignment: Call Center
Also known as Banner, or Internet Native Banner or INB, Banner Client, Banner Production.
Separate (non bannerweb, non-ad) username and password needed.
Tickets must be created for INB passwords. We can't reset those. Sometimes the customer is just locked out. In that case, create a ticket stating that the customer is locked out and just needs to be unlocked, and they know their password.
Sometimes they don't know their password (and in addition, may be locked out). If they don't know their password create a ticket and ask that they be sent a new password and if needed unlock their account.
Call Type: INB (Banner Client)
Assignment: Administrative Systems
Users login with their Windows username and password. Some reports require that they enter their INB password (not bannerweb).
When a user's INB password expires, they get a grace period if they login via INB. If they are accessing an INB (banner) database via Hyperion, there is no grace period.The user can just login to INB banner and change their password, then go back to Hyperion.
Category: Passwords and PINS
Call Type: INB
Assignment: Call Center (if we can walk the customer through changing their INB password) or Administrative Systems if it has expired or if it's locked.