Overview
This article outlines the procedures for updating or regaining administrative access in Student Success & Engagement. Whether a current administrator is going or the access has been lost entirely, these secure pathways ensure organizational data remains protected.
Target Audience
- Departing Administrators.
- Department heads or staff members requiring new administrative access.
- IT teams are assisting with domain-level security verification.
Administrator Transitions & Offboarding
Administrators are top-level administrators in Student Success & Engagement. This role includes full access to all institutional data, the ability to manage every account within the system, and the authority to import or export core data.
When an Administrator prepares to leave an institution, administrative access should be transferred to a successor before the departure date.
Proactive Succession Planning
If a top-level administrator is preparing to leave the role, it is best practice to submit a request to Watermark’s Client Support team. Taking this step while a current administrator is still active ensures a seamless transition and avoids the need for the more intensive verification options listed later in this article.
New Administrator Resources
Once a new administrator is appointed, the New Administrator Resource Section provides access to self-guided training and webinars from the Watermark Academy. Click the link below to access the training materials and links. Administrator Training Resources
Requesting a New Administrator
Please refer to the article How to create or remove an SS&E Administrator
To facilitate a smooth transition, the current administrator should perform the following steps:
- Submit a Support Ticket: Open a formal request with Watermark’s Client Support.
- Provide New Admin Details: Specify the full name and email address of the individual who requires Administrator access.
- Confirm Effective Date: State the date on which the change in access should occur.
Authorization and Security
Validation is required to authorize any administrative change. This ensures only authorized personnel can update settings and keeps organizational data secure.
Verification Options: In instances where no current administrator is available to submit a successor request, one of the verification methods below must be completed to grant access to a new administrator. For options 2 and 3, please submit a ticket to Watermark Support.
1. Consult the IT Team
To obtain admin access as quickly as possible, please contact the internal IT team first. Internal account recovery or security processes can usually restore access. Once the system is accessed, the IT team can follow the instructions provided below to add a top-level administrator.
Related Resource: Adding a Top-Level Administrator (PSS won’t need this since there is no self-service)
2. DNS Domain Verification
The IT team can handle this quickly by following these steps:
- Access the public Domain Name System (DNS) settings for the domain (e.g., schoolname.edu).
- Add a new (or replace the existing) TXT record with this value: watermark=[Support Team to insert TICKET NUMBER].
- This record allows for confirmation of authority over the domain.
- Reply to the support ticket once the update is complete.
The TXT record may be removed as soon as access is granted.
3. Notarized Letter
If the departing administrator is unavailable and IT methods cannot be used, a notarized letter is required:
- A Department Head or Vice President must sign a letter on institutional letterhead.
- The letter must be notarized to confirm authenticity.