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 the Password Self-Service again.

Delegate Validate User Identity action using the Web Administrator role

1. In the Cayosoft Administrator Console, navigate to Home > Configuration > Roles > Web Administrators.

2. Click Add Delegation Rule. A new delegation entry appears.

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 the Validate User Identity action.

5. Click OK.

6. Below the Trustees Permissions, Click Add Scope. The Specify Policy Scope dialog appears.

7. In the All Admin Units, check Active Directory.

8. In the All Web Queries, check AD Users.

9. In the All Actions, check the Validate User Identity action.

10. Click OK.

11. Click Save Changes.

Using the Validate User Identity action

1. Login to the Web Portal as a delegated Administrator.

2. Expand the desired Administrative Unit and select 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.