Resending Invitation Email  

When a new user account is created in IRIS, an invitation email is sent to the email address used to create the account. The invitation link expires after seven days – after that, a new invitation link must be sent out for the user to accept.    

  • Look up the user and confirm their access. 
  • Resend the verification link from their profile. 
  • Send the canned response Resend Invitation Email. 


Unlocking Accounts 

For security purposes, IRIS users are locked out of their account after 5 login attempts using an incorrect password. 

  • If the user’s account is Active & Locked and the email that they are requesting from is the same as it is in IRIS, you can unlock their account. Send the Unlock User canned response.  
  • If the user’s account is Deactivated & Locked, treat it as a user activation request.   


Note: If someone is the last active user at their organization, their locked account will suspend the organization. Unlocking the user’s account will result in the organization becoming active.  


Account Activation 

New User Request

First ensure that the individual does not already have an account by searching IRIS by email, last name, or first name (whichever is most unusual name, but using both first and last name is likely to pull up zero results for some reason) to see if they already have an account.    

Once you’ve determined the user does not have an account:  

  • If the request is not directly from the organization’s Primary Contact, send the New User Request – Primary Contact Verification canned response, copying the Primary Contact.   
  • Once confirmed by Primary Contact, add the user’s account to IRIS and provide them with access to the appropriate organization.    
  • Send the New User Request Completed canned response to the user and Primary Contact. Copy all System Managers listed in the airtable IRIS Communities Overview, on the tab “Leadership Teams.”   


User Activation (User is Deactivated)

For security purposes, IRIS user accounts are deactivated by the system after 120 days with no login activity.

  • If the request is not directly from the organization’s Primary Contact, forward the request to the Primary Contact using the Activation Request canned response.  
  • Once the need for access is confirmed by Primary Contact, reactivate the user’s account, and make sure they have access to the appropriate organization. 


If the user is in multiple organizations, confirm their access with each organization’s Primary Contact.


If they ask for additional onboarding assistance or if the organization was unsuspended due to the activation, copy the System Managers. 


Account Deactivation 

When an IRIS user leaves an organization, they or their supervisor may submit a ticket requesting account deactivation.

  • If needed, clarify the request with the Primary Contact of the organization (e.g., if the user has access to multiple organizations, if the request is unclear, or if you need more information).
  • Deactivate or remove the user’s access.
  • Send Deactivation Request Completed canned response, copying Primary Contact(s) for the user’s organization(s) if not the original person that reached out.  


Access to Multiple IRIS Communities

Sometimes organizations are in more than one IRIS network or community. If they are leaving an organization completely but belong to more than one organization/community in IRIS, remove the organizations from the community but leave ONE organization in place. You can then deactivate the user’s account. 

Last Active User of an Organization 

When deactivating users, make sure that there is more than one active user in the org. Beyond the person being deactivated. If they are the last one, it will suspend the org. Notify the System Manager before deactivating the last active user. If the user is the PC of the org. It will then be a Primary Contact transition, so the system manager will need to be looped in.

 



Need help? IRIS Support | Last updated: April 17, 2025