A new chatbot feature available on the ITaP webpage is designed to help you quickly resolve passcode issues you may have with BoilerKey two-factor authentication.
Dubbed “BoilerBot,” the new feature will help faculty, staff, and students who are unable to access the services protected by BoilerKey because they have lost access to their phone, or because they have not set up self-recovery. By automating the BoilerKey passcode reset process, ITaP hopes to both speed up the time it takes to resolve individual BoilerKey issues as well as reduce the wait time for others contacting the Customer Service Center seeking help.
“Previously, if you needed a new passcode, the only option was to call in and talk with someone,” says Dan Rhine, associate director, IT Service Management. “We know our customers found this time consuming and frustrating. We also know from surveys that students wanted to use a chatbot feature instead of making a phone call.”
Visitors to www.itap.purdue.edu/services/boilerkey.html will see the BoilerBot icon in the lower right-hand corner of their screen. Clicking the icon will open the chat feature. To request a BoilerKey passcode, users will need to know their Purdue user ID, date of birth, and 10-digit Purdue ID number (the number found on your Purdue ID card). Requests can take up to three minutes to process, so users will need to leave the chatbot screen open until a passcode is generated.
Users unable to provide the required information, or who have other BoilerKey issues beyond needing a passcode, should contact the ITaP Customer Service Center, which is available by phone and email 24 hours a day, 7 days a week (closed during University holidays).
How to contact ITaP:
Last updated: August 22, 2022