Door and Camera Support
TigerOne is excited to announce a new partnership in door maintenance with Clemson Facilities. In partnership with Facilities and A3, we hope to achieve more efficient procedures in providing door repair service.
BSCs play a vital role in determining the triage of support for doors that require service. Whereas service requests previously were triaged to TigerOne, you will now enter many of these requests directly into the Facilities Aim ticket system.
All camera support will continue to route to TigerOne.
Where Should I Submit My Request?
TigerOne
- Schedule change requests
- Camera support
- Cardholder group changes
- Door, cardholder group, and camera name changes
- Automation
- Software questions
- Map configurations
- New users and privilege changes
- Credential questions
- Alarms
Facilities
- Door and reader hardware
- ADA button or operator
- Crash bar
- Door contact
- Hinge
- Door closure
- Horn
Troubleshooting Door Issues
As the first responder to the door issue, there are steps the BSC should first complete that will determine how the issue should be addressed.
Utilize Genetec Security Desk – Door Activities to better understand the problem occurring at the door. For training on Door Activities, you may view the training video .
Based on what you find in the report, use the triage information here to assist with troubleshooting.
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Access denied – Invalid credential
The cardholder may be using an old credential. Instruct the cardholder to find the most recently printed TigerOne card. Conversely, they can download the TigerOne Mobile ID to their phone.
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Access denied – Denied by access rule
The cardholder should check their COVID-19 Clearance Status using the my.Clemson app.
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Access denied – No access rule assigned
The cardholder does not have access to the door. The BSC should determine if access should be assigned.
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Access denied - Unknown credential
This is most likely an issue with the credential or the reader configuration. These requests can be routed to TigerOneCard@clemson.edu.
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Access granted - No entry detected
Door hardware issue. Submit ticket to Facilities.