When requested to update the admin user’s email address for an Apteryx site, confirmation from the current owner of the email address associated with the admin user is required.
Many DSOs/multi-location practices have a set “admin” for their Apteryx site, or use the admin user’s credentials to access Apteryx at multiple locations, so we want to refrain from updating the admin user’s email address just because a specific location asked to change it.
If the request to change an admin user’s email address came from an Implementations Coordinator for a new/onboarding practice, we can change it immediately rather than follow the steps below.
If the email address change was requested by a client/user, best practice is as follows:
Verify client’s Apteryx URL, if it was not already provided in the ticket
-
Compare the ticket requester’s email address to the email address already associated with the Apteryx admin user
-
The ticket requester’s email address can be found by clicking the requesters username, next to the Organization field in Zendesk:
-
The email address currently associated with their Apteryx site’s admin user can be located under View Customer Info in Sites Dash:
-
If the email address currently associated with the admin user account matches the email address of the user who submitted the support ticket, you can proceed with updating their email address in Sites Dash as this would indicate you’re speaking to the current admin of their Apteryx URL.
-
If the email address currently associated with the admin user account does not match the email address of the user who submitted the support ticket:
Advise the requester of the current email address associated with their admin account
Advise them to reach out to the person who owns that email address for confirmation on if we want to update the email address to something else, and preferably have them CC that person into the email/ticket
Include the articles https://apteryximaging.planetdds.com/hc/en-us/articles/4407896386587-Creating-Users-Apteryx and https://apteryximaging.planetdds.com/hc/en-us/articles/4407882017435-Forgotten-Passwords-Usernames-Apteryxin your response, as the current admin may want to create a user for the office or reset that user’s password instead, or they may actually be trying to change the email address of a non-admin user
Once confirmation from the current admin has been provided, we can update the admin user’s email address as requested. If no confirmation has been provided, do not change the admin user’s email address.