Help Desk tasks supporting Self-Service

Overview

Often, day-to-day administrators or help desk staff will need to assist users who are having trouble using self-service. There are several features that enable administrators to work in conjunction with self-services to provide improved service to the end-user community.

 

Validating User Identity Action

The Validate User Identity action in the web portal is designed to assist the administrator in verifying the identity of a user who has contacted the administrator and requested assistance. Also, the administrator can Reset user Q&A profile. In this case, a user should enroll for Password Self-Service again.

 

Delegate Validate User Identity action using the Web Administrator role

1. Navigate to Console -> Configuration -> Roles -> Web Administrators

2. Click the Add Delegation Rule button

   A new delegation entry will appear on the screen

3. Below the Trustee list of the new delegation, click Add

4. Search and add the users or groups that will be able to perform Validate User Identity action

5. Click OK

6. Below the TrusteesPermissions, Click Add Scope

   The Specify Policy Scope dialog box will appear

7. In the All Admin Units check Active Directory

8. In the All Web Queries check  AD USers

9. In the All Actions check Validate User Identity action

10. Click OK

11. Click Save Changes

 

Using the Validate User Identity Action

1. Logon to the Cayosoft Web Portal as a delegated Administrator

2. Expand the desired Administrative Unit and Choose AD Users

3. Search for and select the appropriate user account

4. Click the Validate User Identity action

5. Check Reset user Q&A profile if you need the user to enroll for Password Self-Service again

 

 

 

---

 Change History

Version	Notes
6.0.0	Reset user Q&A profile setting is introduced in the product.