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Using ISA - Identity Support Application

Identity Support Application (ISA) Guide

The Identity Support Application (ISA), formerly known as LISA, helps patrons with account issues. You can use ISA to:

  • Search and verify identity
  • Troubleshoot user information problems
  • Assist with account registration
  • Recover account usernames
  • Reset passwords
  • Check if an account is linked to a membership number
  • Identify multiple accounts linked to an email address
  • Verify recent username recovery or password reset

Important Note: As of September 24, 2021, most missionaries in Support cannot access ISA. For Church Account issues, contact the Global Service Desk (GSD).

Guidelines

  • Use ISA to verify information provided by the patron.
  • Do not give patron any recovery information. Do not read information from the ISA screen and provide it to the patron. Note: If you provide hints to the patron, ensure that those hints will not allow them to access an account they should not be accessing. When in doubt, have them go through the recovery process.
  • Ensure the patron has tried recovering their password through FamilySearch.org, or Church Accounts.
  • Have them check their junk or spam email folder for the recovery email.
  • If their 'account is temporarily locked' (TARs shows 5 failed sign in attempts), they must wait 10 minutes before trying again.
  • If the account is locked by an administrator, escalate the case.
  • Ensure the email address on the account (in ISA or TARs) is showing as validated and is the correct current email address.
  1. Accessing ISA:
  2. Using ISA:
    • Select the appropriate search filter (Username, CRN, Email, SMS Phone Number, First/Last Name).
    • Enter the information in the search box and click the magnifying glass.
    • Click the desired user in the search results to view details.
  3. Handling Protected Records:
    • Workforce accounts display a name and **** in other fields. You cannot view these records.
    • If prompted with “Warning! This account cannot be accessed,” transfer the patron to GSD.
  4. User Details:
    • Account, Contact, Membership, and Recovery Information are displayed.
    • Some access levels do not display confidential information (indicated by ****).
  5. Username:
    • Do not give the patron their username. Verify if the username they provide is correct.
    • If needed, guide them through the recovery process.
    • If you see Yes under Member, the patron has linked their membership number to their account. 
  6. Membership Record Number:
    • Do not give the patron their membership number. Verify its validity or search by it.
  7. Email:
    • Check if the account is verified under Status.
    • Help the patron using I forgot my FamilySearch password or username.
    • Use “Send Password Recovery” if the patron struggles with resetting the password.
    • Ensure the email address is validated and correct.
  8. First/Last Name:
    • Enter the patron’s first and last name to search. Add a middle name to narrow results.
    • Refine the search if too many results are found.
  9. Multiple Accounts:
    • Search by email address if multiple accounts are found.
    • Patrons cannot add a membership number to more than one account.
    • For account deletion, transfer the patron to GSD and stay on the line.
  10. Time Out:
    • Refresh ISA if it times out by going to the URL again or pressing F5.
  11. Error Messages:
    • Refresh the screen if timed out or refine search terms if too many results are found.

Note: Low confidence status is because the patron marked that they were a member of the Church of Jesus Christ of Latter-day Saints, but did not enter their church record number (CRN) at the time of registration.

Additional Tools

CAS Admin Tool: This tool accesses the FamilySearch account side of the authentication process. It is not the same as the Account Admin tool and may show different information. If an account is deleted from Account, it may not be removed from the FamilySearch account database or CAS (for example, if an account has been used to add content to Tree, the account will not be removed from CAS). CAS is the authentication system for FamilySearch products and is synchronized with Account but each have different requirements so it is good to check both when troubleshooting issues.

The old Account or FamilySearch Account Admin Tool was replaced with ISA, or Identity Support.

Requesting Access to ISA

  1. Go to https://keyaccess.churchofjesuschrist.org
  2. Click Access requests for me
  3. Click Add access
  4. Find and click Identity Support App
  5. Request Access

ISA Access Removal

As of August 2020, the preferred way to remove ISA access is for the user, Tech Lead, or manager to send an email with the following specific information:

  1. To: cservices@churchofjesuschrist.org
  2. Subject: please assign to chq-ops-directory/keyaccess
  3. Body:

Please remove the Identity Support App (ISA) Resource permissions for the following usernames:

[List of usernames]

These individuals no longer need this access since they have changed positions or are no longer part of workforce (as missionaries or employees).

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