Description of Issue

How does the changes to Tyler ID and CSS impact customer logins for Citizen Self Service?

Context

Munis
Citizen Self Service
CSS
Tyler ID

Cause

Resolution

Starting in 2019.1.17.0, 2019.2.11.0, and 2020.2.0.0, the Citizen Self Service & Tyler Identity integration was modified to reconcile existing CSS accounts to new Tyler Identity accounts automatically. The reconciliation process completes multiple steps attempting to locate the correct self service account which are documented below.

After the creation of a Tyler ID account, the system will attempt to match to an existing CSS account using the email address from the TID account.

If a single CSS account is located, the process will automatically link the CSS account to the TID account as a seamless process to the customer.
If multiple CSS accounts are located using the email address, the process will not attempt to link to either account and will treat the user as a new account. The customer will need to link their accounts again.
If no CSS accounts are located, the process treats this login as a new registration and creates a new CSS account. The customer will need to link their accounts again.

It is recommended that the homepage be updated to inform citizens that they are required to re-register for CSS using an email address.

Access the CSSHosting page
From the clients list, select edit for the desired environment
On the Client Configuration screen, scroll to Home page message to enter customer instructions. The home page message does support HTML formatting.
- A sample of what a home page message could look like for your customers. "As a result of recent upgrades to Citizen Self Service, all citizens will need to re-register with our new authentication provider, Tyler Identity. As part of the re-registration, citizens may be required to re-link Munis accounts."
Scroll to the bottom of the page and select Update Client to save the changes.

Additionally, the CSS page can be updated with a message about the upgrade, which is different than the home landing page.

Login to CSS using credentials with administration access
Navigate to Administration > Citizen Administration > Application
Update the Home Page Message
Select Update from the bottom of the page to apply changes to CSS.

Additional Information

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