5.4 Requesting a replacement mobile device

When you request a replacement mobile device, the original device is canceled and its certificates revoked.

To request a replacement mobile device:

  1. Search for a device, and view its details.

    See section 5.1, Searching for a device.

    You can use the Mobile Devices search to restrict your search to mobile devices only; see section 7.3.11, Mobile Devices report.

    You can also view a device from any form that contains a link to the device.

    For example:

    • Click the item in the list on the DEVICES tab of the View Person form.
    • Click the link icon on the Device Serial Number field of the View Request form.

  2. Click one of the following options in the button bar at the bottom of the screen:

    • Request Replacement Mobile – requests a replacement mobile device for the person.

    • Request Replacement Mobile (View Auth Code) – requests a replacement mobile device for the person, and displays the collection URL and authentication code for the device on the View Request screen at the end of the process.

    You may have to click the ... option to see any additional available actions.

    The Request Replacement Mobile screen appears.

  3. The Credential Profile for the device being replaced is displayed.

    You cannot change the credential profile.

  4. Select the Reason for the replacement from the drop-down list.

    The reason you select determines what happens to your original device and its certificates. including what happens to the recovery of archived certificates. See the Certificate reasons section in the Operator's Guide for details.

  5. Type any Notes.

  6. Optionally, set the Maximum Expiry Date.

    This option is available only if the Set expiry date at request option (on the Issuance Processes page of the Operation Settings workflow) is set to Yes.

    The maximum expiry date is the requested date on which the device will expire. You can select any date up to the Maximum credential expiry date specified for the person (see section 4.4.1, Setting the person's status). Note, however, that you cannot exceed the Lifetime setting for the credential profile; if the request is made for a credential to expire on a date six months from now, but the credential profile has a lifetime of 30 days, the device will be issued with a lifetime of 30 days.

    The credential profile can override the Maximum credential expiry date set for the person if the Ignore User Expiry Date option on the credential profile is set.

    Note: If the Expire cards at end of day configuration option (on the Issuance Processes page of the Operation Settings workflow) is set to Yes, the requested date will be 23:59 UTC on the date selected. See the Issuance Processes page (Operation Settings) section in the Administration Guide.

  7. Click SAVE.

The old mobile device is canceled, and a request is created for the replacement; once the request is created, the View Request screen appears. From this screen, you can cancel the device request. If the credential profile requires validation, another operator must approve the request; the operator who makes a request cannot validate it. See section 6.2, Approving, rejecting, and canceling requests.

Once the request is ready for collection (after approval, if necessary), MyID sends the collection URL and an authentication code to the person for whom the device was requested; see the Configuring SMS and email notifications for the MyID Operator Client section in the Mobile Identity Management guide for details.

As an alternative to sending the collection URL and authentication code as notifications, you can use the Request Replacement Mobile (View Auth Code) option instead; when you use this option, the following additional information is provided on the View Request screen:

You can provide these details to the person manually; this is an alternative to using email and SMS notifications to provide this information. If the request requires validation, make sure that the request has been validated before you provide the information to the person; if you use email and SMS notifications, then these are not sent until the request has been validated.

Note: These fields are displayed only once, at the end of the Request Replacement Mobile (View Auth Code) operation; if you view the request again, you will not be able to view this information.