Visit Admin page
go to "Requester" page
Search requester you want to edit
Select "Change User Information" link
Select pencil button next to email address to update email address. Make sure it is first.last@colostate.edu format (not ename@colostate.edu)
If "Restricted User" is displaying, visit the pencil button next to this alert and change to "User"
User should be able to login to Freshservice now at https://csucollaborative.myfreshworks.com/ by visiting the "CSU Employees CLICK THIS BUTTON" button
Users will login to https://shibidp.colostate.edu/idp/profile/SAML2/Redirect/SSO?execution=e1s1 using their NetID and CSU network password
If they still can't login, we will need to make this a TIER 3 ticket and escate it to Mike Brake's team. Note, users will not be able to communicate through help desk, so reach out to them through Chat, email, or phone.