How can a company manage colleague logins or add another RIW System User?


RIW System users are individuals within a company or organisation who need to use the RIW System. This instruction demonstrates how to manage colleague logins and add or remove system users.


Please refer to our article How to create multiple user roles for the same user? if you require a user to manage multiple user permissions on the same login.



This instruction applies to the following user roles:

  • Advanced Project Admin
  • Employer Admin
  • Employer Admin - No Payment
  • Helpdesk
  • Network Manager
  • Project Admin
  • Site Admin
  • Training Provider User


1


Go to https://app.riw.net.au and login with your credentials.


2


Click on My Account > Manage Colleague Logins.

3


On the Manage Colleague Logins screen, click on the Add button.

4


On the Create a Colleague’s User Account screen, fill in the required information by choosing the appropriate User Role, and then entering the user’s First Name, Surname, Email Address, Mobile Number and User Name.


You will only be able to add the user role(s) applicable to your permission. Refer to the matrix at the end of this document for the permissions your role can create.


Click Save when complete.



The user will receive an email to activate their account and set their password, granting them access to the RIW System.




RIW user role creation permission matrix

The table below outlines RIW System user roles and the corresponding user roles they can create using the Manage Colleague Logins function described above.



Article link:

https://support.riw.net.au/support/solutions/articles/51000077467



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My account is locked. What should I do?


This article covers how to request an unlock of an RIW System User or myRIW account.


RIW System or myRIW accounts are locked after five unsuccessful password attempts.



This instruction applies to all RIW System and myRIW user roles.



Unlocking an RIW System or myRIW account


1


Go to https://www.riw.net.au/contact-us/request-a-service/?unlockaccount.

2


Fill in the Request to unlock RIW or myRIW account with your First Name, Surname, RIW number or RIW System user name, Company name, Email address and Phone number.

Click Send.



3


Your request will be sent to the RIW Service Desk who will contact you by email to confirm your account has been unlocked and instructions on resetting your password.




Article link:

https://support.riw.net.au/support/solutions/articles/51000157612



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How to create multiple user roles / colleague logins for the same user?


This article describes how to create multiple user roles for the same user using one set of login credentials.  This functionality is also known as the User Role Permission Switcher.


Many RIW System users perform multiple roles, and this feature allows users to change role without logging in using different login credentials each time.


For example, an RIW System User can switch between a Network Manager login, then to a company Employer Admin login, then to a Medical Provider User, all using the same singular login credential.


In order to use the User Role Permission Switcher, new user profiles must be created with the same username and email address for each permission required for the switcher to work.


Important! RIW System users are only able to create a login if their permission allows them to do so (please refer to the Permission Matrix at the end of this article).  If there is an RIW System User Role that a user wishes to have added to their switcher that they are unable to create due to their permissions, please contact the relevant account owner or the RIW Service Desk.



This instruction applies to the following user roles:

  • Advanced Project Admin
  • Employer Admin
  • Helpdesk
  • Network Manager
  • Project Admin
  • Site Admin
  • Training Provider User


Adding a new user role to an existing user


1


Go to https://app.riw.net.au and login using your credentials.

2


Click on My Account > Manage Colleague Logins.

3


On the Manage Colleague Logins screen, click on the Add button.

4


On the Create a Colleague’s User Account select the most appropriate User Role you wish to add, then entering the the user’s First Name, Surname, Email Address and User Name.


You will need to use the exact Email Address and User Name of an existing user (which can also be you) before proceeding.


Click Save when complete.


5


You will be prompted with the following warning message, which identifies that an account for this user already exist. Click on Confirm New Profile to proceed.



The user will receive an email to advise that a new user profile has been created for them. They can then use the permission switcher to switch between user roles.


How to use the permission switcher


1


Go to https://app.riw.net.au and login using your credentials.

2


If you have the permission switcher enabled on your credential, the Change link will be present in the top right hand corner of the screen, against the current user role.

Click Change to select a different profile.  


System functionality will now change to that of the selected user role.





RIW user role creation permission matrix

The table below outlines RIW System user roles and the corresponding user roles they can create using the Manage Colleague Logins function described above.  If an RIW System user requires a user role they are unable to create themselves, please  contact the Primary Contact at your company or complete the Request for update to AHP or Assessor log in to enable the switcher Service Request available on the RIW website for Assessor and Medical Provider (AHP) logins.




Article link:

https://support.riw.net.au/support/solutions/articles/51000158695




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How can a company delete a colleague login?


This article details how to remove a colleague login from the RIW System when the colleague has left the company.



Colleague logins can only be deleted by current users from the same company. If there are no users with an active login, please contact the RIW Service Desk on info@riw.net.au to have the user deleted and a new user created.


Users are never fully deleted from the RIW System for auditing purposes, however, will become inactive and locked out by following these instructions. To reinstate a previously deleted user, please contact the RIW Service Desk on info@riw.net.au.


Any saved and scheduled reports by a deleted user will be cancelled when the account is made inactive.


This instruction applies to the following user roles:

  • Advanced Project Admin
  • Client Manager
  • Employer Admin
  • Helpdesk
  • Network Manager
  • Project Admin
  • Site Admin
  • Training Provider User


1


Go to https://app.riw.net.au and login using your credentials.

2


Click on My Account > Manage Colleague Logins.

3


On the Manage Colleague Logins screen, locate the colleague you wish to delete from the system. Click the record and Delete.



Confirm the deletion of the user on the pop-up by clicking OK.



The colleague's credentials have now been deleted.




Article link:

https://support.riw.net.au/support/solutions/articles/51000029838


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I have forgotten my password. What do I do?


If you have forgotten your password, you can click on the Forgotten Password link on the login page on both the RIW System and myRIW.



This instruction applies to the following user roles:

  • Advanced Project Admin
  • Assessor
  • Employer Admin
  • Employer Admin - No Payment
  • Employer Admin - Read Only
  • Helpdesk
  • Network Manager
  • Network Manager - Read Only
  • Project Admin
  • Site Admin
  • Training Provider User
  • Medical Provider User
  • RIW Cardholder (myRIW)


For RIW System users


1


The Forgotten Password link can be found next to the login button or by clicking on the following link:

https://app.riw.net.au/SkillSafe/Account/PasswordResetStep2. 



2


On the Password Reset screen enter your User Name and Email Address and click Reset Password.


3


The system will email you a link to reset your password. This must be done within 24 hours of the email being sent as the link will expire. If this occurs, just use the Forgotten Password function again to resend another request.

After five attempts of incorrectly entering the wrong password, the RIW System will lock you out.  If you receive this message, please raise a service request to unlock your RIW account.



For myRIW users


1

Go to https://app.riw.net.au/MySkillGuard/Account/LogOn.


2


The Forgotten Password link can be found below the login button or by clicking on the following link:

https://app.riw.net.au/MySkillGuard/Account/PasswordResetStep2. 





3


On the Password Reset screen enter your RIW Number and Email Address and click Reset Password.


4


The system will email you a link to reset your password. This must be done within 24 hours of the email being sent as the link will expire. If this occurs, just use the Forgotten Password function again to resend another request.

After five attempts of incorrectly entering the wrong password, the RIW System will lock you out.  If you receive this message, please raise a service request to unlock your myRIW account.




Article link:

https://support.riw.net.au/support/solutions/articles/51000030127



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How does a RIW System User change their own password?


This article details how a RIW System User can change their password in the RIW System.


Cardholders can change their myRIW password by following the instructions in How does a cardholder change their password in myRIW



This instruction applies to the following user roles:

  • Advanced Project Admin
  • Assessor
  • Client Manager
  • Employer Admin
  • Employer Admin - No Payment
  • Employer Admin - Read Only
  • Helpdesk
  • Network Manager
  • Network Manager - Read Only
  • Project Admin
  • Site Admin
  • Training Provider User
  • Medical Provider User

1


Go to https://app.riw.net.au and log in using your credentials.

2


Click on My Account > Change Password.

3


On the Change Password screen enter your current password in the Old Password field, and then enter the New Password and Confirm Password. Tick the I'm not a robot checkbox, follow the prompts and then Save.




Note: the password must be at least 10 characters long and contain at least 1 uppercase, 1 lowercase, 1 numeric character and 1 symbol character.  



4


The system will prompt you to log in again using your new password.



Article link:

https://support.riw.net.au/support/solutions/articles/51000152360


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How to reset an RIW System User password


RIW System Users can assist colleagues by triggering the reset password process.  This will send an email to a colleague with a link to reset their password.



This instruction applies to the following RIW System user roles: 

  • Advanced Project Admin
  • Employer Admin 
  • Employer Admin - No Payment
  • Helpdesk 
  • Network Manager 
  • Project Admin 
  • Site Admin 
  • Training Provider User


Step 1: Log in to the RIW System

Go to https://app.riw.net.au and login using your credentials. 


Step 2: My Account tab

Click on the My Account tab which is on the top of the screen.



Step 3: Manage Colleague Logins shortcut

Click on the Manage Colleague Logins shortcut.



Step 4: Manage Colleague Logins listing

A list of all the company's users will appear.  The selection can be narrowed by populating the Search field and clicking on the Search button.



Step 3: Resetting the password

Select the correct colleague by highlighting the row, then click on the Reset Password field.  This will send an email to the administrator which will include a link to reset the password.



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000152371


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Getting ready for two-factor authentication


Soon we'll be introducing two-factor authentication to make your RIW or myRIW account even more secure.  



What's changing?

When you log in to the RIW System or myRIW after the 12 October 2022, we will require you to produce a combination of your username and password, and one of the following authentication methods:

  • Email security code
  • SMS security code
  • Authenticator App security code (only available to RIW System Users, not cardholders)

 

You will need to authenticate your profile every day you log in, or more frequently if using in-private or incognito browsing.


What do you need to do?

To best protect your account, make sure your personal contact information is up to date. We'll use these details to verify you so it's important that it is accurate when two-factor authentication is switched on.


Cardholders can update their mobile phone number and email address now in myRIW.  They can also request their employer to update their contact details in the RIW System.


RIW System users can update their email address now.  After release on 12 October 2022, you will also be able to add your mobile number to your RIW profile and install the Authenticator App. We will provide you with instructions on how to do this once functionality is available.


Why are we doing this?

Adding an additional layer of security protects your account. By sending a security code to a mobile number, email address or your Authenticator App, ensures that the person accessing the account has more than just a username and password, meaning it is far less likely that your account can be compromised.


What if I am managing an account on someone else's behalf?

No one should be managing your account but you. Our System Access Rules clearly state that you must keep your credentials secure and not share those credentials with any other person.  As a company, if you need to create additional logins for system users, please follow our instructions on creating colleague logins


Rail Industry Workers should never share their credentials, even with their employer.


What do I do if my account has been compromised?

Please contact us as soon as possible so we can assist in securing your account.



Article link:

https://support.riw.net.au/support/solutions/articles/51000309195



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