Self Service Password Reset provides a Help Desk module that helps you define criteria for help desk administrators. Help desk administrators can view user account data except for passwords, such as password modification, login details, last password change, account status, and so forth.
The major tasks of help desk administrators include resetting passwords, unlocking intruder locked accounts, assigning temporary passwords, managing users' challenge-responses, and deleting a user account. Enable these settings to allow help desk administrators to perform their tasks.
To perform help desk administrator activities, a user must be a member of an LDAP directory group that has required rights. If a user is a member of the correct LDAP directory group, when the user logs into Self Service Password Reset, they now see the Help Desk module as a new tile on the home page.
In the following scenarios, users cannot reset their passwords using the configured challenge-responses and call the help desk to reset passwords for them:
When users forget the saved answers to the challenge questions.
When users have not set up challenge-responses.
The Help Desk module is not enabled by default. You must enable the Help Desk module. Also, if you would like to have an Advanced Search option available in the Help Desk module, there are additional configuration steps you must perform.
By default, the Help Desk module is not enable. You must enable the Help Desk module and create a profile for your help desk users. You can create as many different profiles as you require. For more information, see Configuring Profiles.
You must also configure the details, the options, and verification methods for each profile you create. use the following information and help to enable and configure the Help Desk module.
Log in to Self Service Password Reset at https://dns-name/sspr as an administrator.
In the toolbar, click your name.
Click Configuration Editor.
Click Modules > Authenticated > Help Desk > Profiles > default > Details, then configure the details of the default profile for the Help Desk module using the help.
Click default > Options to configure the options for the Help Desk module with the help.
Click default > Verification to configure the verification options for the Help Desk module with the help.
Enable the Help Desk module.
Click Modules > Authenticated > Help Desk > Settings > Enable Help Desk Module.
Select Enable to enable the Help Desk module.
In the toolbar, click Save changes.
Self Service Password Reset allows help desk administrators to search user details by using wildcard searches. For example, if the help desk user types a*b in the search field, the search result displays the list of users with names that include the letter a followed by any letter and then include the letter b as the last letter of the name. Self Service Password Reset also allows auto-complete (Ajax) searches that search the user details while they type. It also allows the help desk users to search for multiple attributes at the same time.
If the default searching abilities are not sufficient for your environment, you can enable an Advance Search option for the Help Desk module to allow the help desk administrations to limit the search by additional options. To enable the Advance Search option for the Help Desk Module:
Log in to Self Service Password Reset at https://dns-name/sspr as an administrator.
In the toolbar, click your name.
Click Configuration Editor.
To enable the Advanced Search option.
Click Modules > Authenticated > Help Desk > Profiles > default > Options.
In the Enable Advanced Search field, select Enable (True) to enable the advanced search.
To add the ability to select attributes to search:
Click Modules > Authenticated > Help Desk > Profiles > default > Details.
In the Help Desk Search Attributes field, add the attributes the help desk administrators can use for searching.
To add the determine what the search results are:
Click Modules > Authenticated > Help Desk > Profiles > default > Details.
In the Help Desk Search Results field, change the attribute from text to select to have it appear in the Help Desk module.
In the toolbar, click Save Changes.