Administration | Authentication Web

The Authentication Web can be used to view system information and manage various aspects of the product including system-wide configurations, and multi-factor authentication policies for its various resources.

Once you have installed and configured the Gatekeeper, users that are members of the Authentication Admin Group can further configure the solution from the Authentication web: 

https://login.specopssoft.com/authentication/admin (US datacenter)

https://eu.login.specopssoft.com/authentication/admin (EU datacenter)

Gatekeepers

From the Gatekeepers menu, you can see a list of your Gatekeepers, and their connection status. For redundancy, set up and configure additional Gatekeepers.

Create and install new Gatekeeper

  1. Login to the Specops Authentication Web.
  2. Click Gatekeepers.
  3. Click New.
  4. Click Download on Default self extracting installation package.
    Note: Take note of the activation code displayed on screen as you will be prompted for it during installation.
  5. Run the installation file.
  6. Complete the installation steps.
  7. Go back to the Gatekeepers page on the Specops Authentication Web, and ensure that the Gatekeeper priority is as needed.
Cloud accounts

From the Cloud Accounts menu, you can:

  • View a list of existing Cloud accounts
  • Add new Cloud accounts
  • Delete Cloud accounts
  • Generate an enrollment URL for a new Cloud account

View existing Cloud accounts

You can view a list of existing cloud accounts. You can also view additional details, such as: the account name, mobile phone number, the last time the password was changed, and the enrollment session expiry date if the user has a pending enrollment.

Add a new Cloud account

To add a new Cloud account, you must be signed in with a Cloud account, or an Active Directory user account in the User Admin Group.

  1. Click Add user.
  2. In the Account name field, enter the account name (UPN) of the user account. For example: username@domain.com
  3. The Full Cloud account name field is read-only. The full Cloud account name is automatically generated from the account name (UPN) specified in the Account name field.
  4. Click Save.

Generate an enrollment session URL for a Cloud account

You can generate an enrollment session URL for a Cloud account in the Cloud Accounts menu. An enrollment session URL enables a Cloud account to enroll, so that they can access the Admin pages in Specops Authentication Web. The URL must be copied and sent via email or text message.

Note: An enrollment URL will expire 2 hours after it has been generated. This is a system-wide setting that cannot be altered. If the URL expires before it is used, a new one must be generated.

  1. Select a Cloud account from the list.
  2. Click Generate next to the Enroll Session URL field.
  3. When the URL has been generated, click the Copy to clipboard button, to copy it.

Delete a Cloud account

You can delete a Cloud account in the Cloud accounts menu.

WARNING: If you are a member of the “Admin group”, you will have the ability to delete another Cloud account.

  1. Select a user from the list.
  2. Click Delete.
Policies

Specops policies are collections of multi-factor authentication rules for the basic functionality of Specops Authentication. Separate policies can be configured for different Specops Authentication applications, as well as for the administrators for authentication for Authentication Web.

Configuring a policy

To configure a policy, click Configure next to each policy to set its authentication requirements.

  1. Move any of the identity services you want to use from the Unselected Identity Services box to the Selected Identity Services
  2. You will need to assign a weight (star value) for each selected identity service. This will allow you to assign a higher value to those identity services you believe provide a higher level of security. For instance, assigning the Specops Authenticator with 2 stars, would be equivalent to two identity services worth 1 star. Click here for additional guidance.
  3. To require the user to use a specific identity service, select the Required
  4. Configure the required weight (stars) for enrollment.
  5. Configure the required weight (stars) for authentication.
    Note: The number of stars required for authentication must be equal to, or less than the number of stars required for enrollment.
  6. To complete the enrollment or authentication process, the user will need to fill the star bar with the number of stars set by the policy.
  7. Click Save when you are done.

Note that policies can also be affected by the settings for Geoblocking, and Trusted Network Locations.

Policy configuration best practices

When configuring policies for multiple Specops applications (uReset, Authentication for O365, and Key Recovery) it is important to bear in mind that certain configurations can adversely affect the enrollment process for users.

When policies for different applications are set up requiring different identity services, the user will have to identify with more services in order to fulfill the requirements for all applications. Configuring policies to use the same set of identity services will shorten the enrollment process for users.

For more information on enrollment, please refer to the Best Practices document.

Weak identity services

Due to the nature of some (self-enrolled) identity services, they are deemed weaker than others. The identity services listed below are considered weak:

  • Security questions
  • Mobile code
  • Personal email

Enrollment security modes

When users enroll for the first time, they will have to identify themselves by providing their Windows password. Subsequent changes to enrollment (re-enrollment) will require identification with one previously used identity service in addition to their Windows password, if the security mode is set to Medium or High.

There are three security modes available to administrators: Low security, Medium security, and High security. These security modes reflect the relative strength of the policies configured, and determine in part which identity services the user needs to re-enroll with (whenever users need to change their enrollment).

Low security
Users are only required to provide their Windows password for identification.

Medium security
Upon re-enrollment, users are required to identify with one previously used identity service in addition to their Windows password.

High security
Upon re-enrollment, users are required to identify with one previously used strong identity service, or two weak ones (in case they have not enrolled with any strong identity services), in addition to their Windows password. Weak identity services, such as security questions, will not be presented to the user as an option, unless they have enrolled only with weak identity services.

Note: users will be presented with indentity services for (re-)enrollement if the user has been previously enrolled with said service, and it is part of a policy affecting the user. The user’s Windows identity is always part of the (re-)enrollment procedure.

Note:the low or medium modes are set automatically, depending on the policy configurations. High security mode has to be enabled by administrators in order to enforce re-enrollment with strong identity services.

Auto-enrolled identity services and security modes

For medium- and high security modes, users who are affected by policies that include auto-enrolled identity services, such as DUO and Okta Verify, will have to authenticate with the auto-enrolled identity service on the enrollment page. This means that users will have to have their enrollment with DUO or Okta Verify in place before they can enroll with Specops Authentication.

Trusted Network Locations setting

When this setting is enabled, users can only enroll when authenticating from one of the trusted network locations specified by administrators. For more information, see Trusted Network Locations.

Identity services

You can find a full list of available identity services under the Identity Services tab. You can enable/disable identity services all of the identity services in this list. You configure some of these identity services and  manage their system-wide settings on this page.

If an identity service is configurable, you will see a  next to it. 

If an identity service is disabled, you will see a  next to it.  

If an identity service has been enabled, you will see a  next to it.

Examples:  

  • A configurable identity service that is currently disabled. 

  • A configurable identity service that is currently disabled. 

Once you configure aidentity service and enable it, your user will be able to enroll and authenticate with it. If you disable it, the identity service will no longer be available. 

The following identity services can be configured:  

  • Duo: Duo security is a two-step verification service. When users authenticate, they will receive a one-time verification code on the Duo mobile app. They must then enter the code to successfully authenticate. To configure Duo, see here 

 

  • EFOS/SITHS: EFOS/SITHS is a smart card-based authentication service, that enables employees (such as medical professionals) of authorities, municipalities, and county councils in Sweden to electronically identify themselves. To configure EFOS/SITHS, see here 

 

  • Manager Identification: When a user authenticates using Manager Identification, an email or SMS message is sent to their manager. Their manager must then approve the authentication request. This identity service is fully configurable, meaning administrators can decide on the content of the authentication request notification and whether a manager must authenticate before they can approve an authentication request. Each user must have a manager assigned to them in Active Directory, and manager accounts must have an email address/mobile phone number associated with their profile in order to receive authentication requests from users. To configure Manager Identification, see here 

 

  • Mobile Code: If users choose to enroll with Mobile Code, they must enter their mobile phone number. They will then receive a one-time four-digit code via an SMS message, which must be entered in order to successfully authenticate. To configure mobile code, see here. 

 

  • Secret Questions: Users can select questions from a predetermined list and specify the answers to them. They must then answer these questions in order to authenticate successfully. To configure Secret Questions, see here 

 

  • Symantec VIP: Symantec VIP is a two-step verification service. When users authenticate, they will receive a one-time verification code on the Symantec VIP mobile app. They must then enter the code to successfully authenticate. To configure Symantec VIP, see here 
  • Email and Quick Verification: the user’s email is used as an identity service by sending a code to the registered email address that the user then has to input in the field on screen. Email does not require enrollment, since it references the email address in the email attribute in AD (or any other attribute if it is overridden); it can only be used with domains associated with Specops Authentication. Quick Verification has to be registered at enrollment by the user and they may use any email address of their choosing.
  • Okta Verify: Okta Verify is a two-step verification service. When users authenticate, they will receive a a notification in their Okta mobile app. They must then acknowledge that notification in order to verify their identity. To configure Okta Verify, see here.
Customization

There are a number of customization features that give you control over the Specops Authentication enduser interface, including: logos, text, and colors. 

Changing the main logo

The logo at the top left of the page, both in Authentication Web and the Authentication Client, can be changed to match your requirements.

  1. Click Browse and select the image you want to use.
  2. Click OK.
  3. Click Upload to place the image.

To revert to the default image, click Default.

Main logo image specifications

The following specifications apply to the main logo image:

  • Supported file types: png, gif, jpg.
  • Maximum file size: one megabyte (1 MB).
  • Transparency in png images will be rendered as expected, with the background color showing through the transparent parts.
  • Image will be rendered with a height of 40 pixels.
    • Aspect ratio of the uploaded file will always be kept intact.
    • Images with a height less than 40 pixels will be scaled up to 40 pixels. The quality of the rendered image will decrease.
    • Images with a height above 40 pixels will be scaled down to 40 pixels. Quality is not necessarily affaected.
    • For the best results, use an image width with a height of exactly 40 pixels and a width that is no greater than 300 pixels. If the image is too wide, there won’t be sufficient room to render the menu items in the header.

Changing the login image

You can also change the image on the login page that is presented to users.

  1. Click Browse and select the image you want to use.
  2. Click OK.
  3. Click Upload to place the image. The image will appear at the top left of the page.

To revert to the default image, click Default.

Login image specifications

The specifications for the login image are the same as for the logo (above), except for the size. The login image has a maximum width of 235 pixels. Images less than 235 px wide will be scaled up (which will decrease the quality of the image), and images more than 235 px wide will be scaled down. The aspect ratio of the original image will always be kept in the rendered image.

Changing the colors

Various colors in the interface can be change to match your comapny’s look and feel. The colors that can be changed are:

  • Page background (page’s main content area)
  • Menu background (top and side navigation)
  • Sign-in background (login page)
  • Default button (primary buttons)
  • Secondary button (buttons such as Cancel etc.)
  • Information box background (textboxes with additional information)

To change the color:

  1. Select the checkbox next to the color you want to change.
  2. Select the color you want to use:
    • Click the color-picker icon and select the color you want, then click OK.
    • Enter the HTML color code (hexadecimal color code) in the text field.

To revert to the default color for all elements, click Default.

Changing the texts

Various texts that are presented to the user in messages and notifications can also be changed.

  1. Select the language you want to make changes to in the Language drop-down.
  2. Click the text element you want to change, for example Enroll_Completed_Header.
  3. Select Use custom.
  4. Enter the text you want to use in the Custom text field and click Save. The Customized column in the list will now show a checkmark at the text element you changed, while the Customized value shows the new text.

To revert to the default text, click the text element, and select Use original, then Save. This will delete the custom text. Note that only deleting the custom text will not revert the text element to the default state (instead, the text field will then be blank).

Text labelDescriptionDefault text
Enroll_Completed_HeaderHeader for page shown when users have met the weight requirements, with option to continue or end enrollment process.All done!
Enroll_Completed_MessageInformation text for page shown when users have met the weight requirements, with option to continue or end enrollment process.You have collected enough stars for your enrollment. Feel free to improve you enrollment information by collecting more stars.
Enroll_CompletedCompleted_MessageText on final page of enrollment process.You have completed the enrollment, you can now close this browser and move on with your day.
Enroll_Edit_HelpText on identity services page when users has opted to make changes to an already complete enrollment.Add or change identity services from the lists below. Make sure your star bar is still full after the changes.
Enroll_HelpText on identity services selection page during enrollment.Use the identity services below to identify yourself until you have collected enough stars to fill the star bar.
Enroll_Index_MessageText displayed when user switches between services to enroll for (e.g. Admin, User Management etc.)You can enroll for multiple services. Select which service to enroll for. You can also make changes to a completed enrollment.
Enroll_Introduction_HeaderHeader on the first page of the enrollment wizard (before entering password)Enrollment Reminder
Enroll_Introduction_MessageText on the first page of the enrollment wizard (before entering password)You are required to enroll for the Password Reset service. Press the button below to start the enrollment wizard.
Error_Mfa_UserHasNoPolicy_MessageError message text displayed when a user who does not have a policy configured tries to sign in.No policy has been configured for you for this service.
Error_Mfa_UserHasNoPolicy_TitleError message title displayed when a user who does not have a policy configured tries to sign in.You cannot enroll for this service
Mfa_Menu_MessageText on identity services selection page during login.Use the identity services below to identify yourself until you have collected enough stars to fill the star bar.
Mfa_NotEnrolled_EnrollmentMissing_HeaderHeader displayed when a user is not enrolled with uReset and tries to reset their password.Enrollment missing
Mfa_NotEnrolled_IsuReset_Information Text displayed when a user is not enrolled with uReset and tries to reset their password.You cannot reset your password because you have not enrolled for the reset password service.
Password_Complete_MessageText on final page for a password reset or password change.Your password has been changed! If using a Windows computer, it is recommended to sign-out and sign-in again with your new password. Also, don't forget to update to your new password in for example the email app on your phone, if necessary.
Password_CompleteSecureBrowser_MessageText on final page for a password reset or password change that started from the Windows identity password view.Your password has been changed! Don't forget to update to your new password in for example the email app on your phone, if necessary.
Password_Instructions_MessageText displayed above password rules when performing a password change or password reset.
Password_Instructions_Mobile_HeaderClickable text displayed on small devices to expand the password instructions, above the password rules when performing a password change or password reset.Show instructions
SkipCredentialScreening_UserName_LabelText displayed when a user enters their username during sign-in.Username
UserManagement_SearchInformationText displayed on the User Management start page.Use the search box to find users. You can search by account names, email addresses or users' real names.
WindowsIdentity_UserName_LabelText displayed when a user enters their password during sign-in.Username

Setting a fallback language

The fallback language allows administrators to designate secondary customized language strings in case no customized strings exist in the language the end user has set as their interface language. This means that administrators can make sure the correct text is always presented to the user.

  1. In Authentication Web go to Customization > Texts
  2. Click on the language you want to set as the fallback language, and click Set as fallback language.
    Note: if a language has been set as the fallback language, the button will allow you to disable the fallback language, otherwise it will allow you to set it.

The order in which text strings are shown to the user is as follows:

  1. Customized value for the user’s current language.
  2. Customized value for the fallback language (if no customized value exists for the current language).
  3. Default text for the current language (if there are no customized values for either the current language or the fallback language).

This feature can be used to make sure that important custom message are always displayed to users, even when not all available languages have been updated with the same custom message. Example: if you have a custom message for the Enroll Completed message (Enroll_Completed_Message) in French, you can set English as the fallback language and make sure that the Enroll_Complete_Message string in English also has a customized value. If a user has their language set to anthing other than French or English, they will still see the English message, even if there is no customized text for their current language.

Reporting

The Reporting menu contains several helpful reports. Browse through the available tabs to view the reports.

  • Statistics: From the Statistics tab you can view completed enrollments, completed authentications, as well as text message activity (such as notifications, or mobile code usage).
  • Auditing: From the Auditing tab you can track event changes in uReset. Click Get events for a complete list of events. Alternatively, filter by resource, or date. The results will be displayed, and you can click on each event for more details.
  • System Events: From the System Events tab you can view the log operations by uReset. The displayed information, warnings, and errors, are intended for administrators who are responsible for troubleshooting the system. Click Find for a complete list of activities. Alternatively, filter the activities by type, severity, dates, user, event name, and activity id. The results will be displayed. You can click on each event for more details, including troubleshooting information.
  • Not enrolled users: From the Not enrolled users tab you can track enrollment progress by generating and exporting reports related to user enrollments.
Subscription

You can see the status of your uReset subscription, including enabled features and identity services from the Subscription tab. You can also see usage statistics including completed authentication by month, and all time.

Account

From the Account menu, you can add multiple domains to your Specops Authentication organization account, and manage CAPTCHA settings.

To add multiple domains to your uReset organization account.

  1. Select Account on the Authentication Web.
  2. Click Edit domains.
  3. Click Add new domain name.
  4. Enter the domain name in the additional text field, and click Save. 

Manage CAPTCHA settings

Configure the captcha settings to dynamically display a captcha to prevent user name harvesting.

User Counting

You can refresh the enrollment statistics, found on the Statistics page, by starting a new user count. By default, the nightly user count will be performed at 4:00 AM UTC.

The last count statistics can also be found the page.

uReset

From the uReset tab you can configure your policy mode, and see a list of your policies, their configured identity services, as well as their enrollment and authentication requirements.

Configuring the uReset policy mode

To specify the authentication rules for users, you will have the following policy mode options:

  • Cloud: All users will have the same authentication rules for resetting passwords.
  • Group Policy: Users will have different authentication rules as determined by the Group Policy they are affected by. Group Policy Objects can be managed from the Specops Authentication Gatekeeper Admin Tool.
  • Both: Group Policy will be processed first, and the Cloud policy will be applied to users not affected by any Group Policy Object with Specops uReset settings.

Configuring the uReset policy

To configure the uReset settings for the policy, click Configure next to each policy to set its authentication requirements.

  1. Move any of the identity services you want to use from the Unselected Identity Services box to the Selected Identity Services
  2. You will need to assign a weight (star value) for each selected identity service. This will allow you to assign a higher value to those identity services you believe provide a higher level of security. For instance, assigning the Specops Authenticator with 2 stars, would be equivalent to two identity services worth 1 star. Click here for additional guidance.
  3. To require the user to use a specific identity service, select the Required
  4. Configure the required weight (stars) for enrollment.
  5. Configure the required weight (stars) for authentication.
    Note: The number of stars required for authentication must be equal to, or less than the number of stars required for enrollment.
  6. To complete the enrollment or authentication process, the user will need to fill the star bar with the number of stars set by the policy.
  7. Click Save when you are done.

Notifications

Notifications can be used to send messages to users and administrators. Notifications are based on system events in Specops Authentication.

  1. Login to the Specops Authentication Web.
  2. Select uReset, and select the Notifications tab.
  3. Select an event from the Event drop-down. The following events are currently available:
    • User reset password
    • User unlocked account
    • Insufficient enrollment found
  4. Select an action from the Action drop-down. The action you select controls the type of message, and the recipient of the message. The following events are currently available:
    • Email
    • Text message
  5. Click Next.
  6. Configure the required settings. Use the Placeholders by clicking them to select the information that will be different for each user.
  7. Click Save.

Settings

You can configure additional settings, including:

  • Enabling the Change Password feature to allow users to change their password from Specops Authentication.
  • Hiding the Unicode password rule to users during a password change.
Service Desk

The Service Desk provides all the tools necessary for your service desk agents to help users calling in with authentication problems. Agents can help users reset their passwords or unlock their computers (if encrypted with Bitlocker or Symantec) in a secure and easy to use environment. The Service Desk also holds user information and statistics.

Note on phone numbers in Active Directory

Important: in order for text messaging to function correctly in the Service Desk, the mobile phone number registered in Active Directory has to follow the E.164 numbering plan format. This means that mobile phone numbers have to have the following format: +[country_code][subscriber_number_omitting_first_zero]. For example, for the Swedish (country code 46) phone number 073-3123456, the number in AD should be +46733123456; for the US (country code 1) phone number 415 555 2671, the format in AD should be +14155552671.

Note that registering phone numbers in Active Directory using any other format will result in the service desk agent being unable to send text messages to the user in question.

Configuring a policy for access to the Service Desk

For added security, you can configure multi-factor authentication policies for users (typically service desk agents) accessing the service desk.

  1. Click on Service Desk in the left navigation.
  2. Click on the Configure button to configure the policy.
  3. Configure the policy, then click Save.

Configuring settings for Service Desk

On the Settings page you can enforce user identity verification. If this setting is enabled, the user’s password cannot be reset, nor can their computer be unlocked by the service desk, until the users identity has been verified by having them authenticate with any of the identity services they have previously enrolled with.

  1. Click on Service Desk in the left navigation.
  2. Click on the Settings button to configure the settings.
  3. Check the Enforce identity verification checkbox, and click Save.

Service Desk admin menu

The top menu for the Secure Service Desk consists of the following items:

  • Admin: gives information on the account you are signed in with, and what privileges that account holds.
  • Service Desk: the interface for performing service desk actions (for the agent; see section below for more information).
  • New password: to change the password for the current user.
  • Enroll: view and change the enrollments for the current user.

Service Desk

This is the interface for service desk agents where all actions for helping users can be performed. Note that the interface is empty until you search for a particular user.

Searching for a user

Before any actions on behalf of users calling in to the service desk can be performed, the user in question has to be found in Active Directory.

  1. Fill in the user’s name or username in the top right search field and click the search icon.
  2. If there is only one match, the user’s information will be displayed. In case of partial matches a list of possible Active Directory names will be displayed.
  3. Choose the correct user from the list.
Verify Identity

Until a user’s identity has been verified, a red user icon with a strike through it will appear in the top right corner of the service desk interface.
Service desk agents can verify the identity of the user calling in to the Secure Service Desk by having the user authenticate with any of the identity services the user has previously enrolled with.
Note that if the Enforce identity verification setting has been enabled, the user’s identity has to be verified before other actions (reset password, and unlock computer) can be performed.

  1. Once the user has been found in Active Directory, click on the Verify identity tab.
  2. Click on the identity service you want the user to authenticate with. The user will be prompted on their computer to authenticate. Note that until the user has authenticated, the service desk agent should leave the Verify identity tab open.
  3. Once authenticated, the service desk agent will receive a success page, and all other service desk actions can be performed.

Alternatively, if the enrolled identity services are not used, the service desk agent can send a text message or email (Quick VErification) containing a code. This message will be sent to the mobile number associated with the user in Active Directory. Once received, the user should read the code to the service desk agent to confirm their identity. Note that the option to send a code by text message will not appear on screen if the user’s mobile phone number has not been registered in Active Directory; the option to send a Quick Verification will not appear if the user’s email has not been registered in Active Directory.

Identity Verification and security

If Enforce identity verification is enabled, the service desk agent is required to verify the identity of the user before being able to either reset the password or unlock the user’s computer, thereby increasing the security of the interaction. Once the identity is verified, the interaction with the Service Desk will rely on the creation of secure session tokens to maintain session integrity.

In a typical service desk session, the service desk agent issues an identification request to the user, using one of the user’s identity services. Once the user has authenticated with the identity service, the secure token is created. This token is shared between the specific service desk agent and the user for the duration of the session. Every interaction (password reset, unlock computer) is validated against this token. For the duration of the session, the token will only work for the service desk agent who initiated the identity verification, to perform action for the user who verified their identity.

Traceability
Besides providing a secure way to authorize actions from the Service Desk, the tokens also allow for the creation of a continuous event log associated with every Service Desk session. This makes every session trackable and searchable. All information regarding the session is accessible through the Reporting menu. More information on logging features and reports can be found in the Reporting section above.

Reset Password

Once the user has been found and their identity verified, the service desk agent can reset the password for the user.

  1. Click on the Reset password tab.
  2. Do one of the following:
    1. Enter a new password manually. Make sure it adheres to the password rules, which are listed underneath the text field.
    2. Click the Generate button. This will generate a new password, which will adhere to the password rules. The service desk agent can never see this password.
  3. Under Options, check the “[user] must change password upon next logon.” option, to make sure that the user changes their password next time they log on.
  4. Click the Reset password button.
Unlock Computer

For users whose computers have been encrypted with Bitlocker or Symantec Endpoint Encryption, the service desk can assist in unlocking a locked computer. The service desk agent will be presented with a series of screens that will guide the user through the unlocking process and provide the response key required for unlocking the computer.

  1. Once the user’s identity has been verified, click the Unlock computer tab.
  2. Choose the correct encryption software (Bitlocker or Symantec) according to what the user is running. For users running Symantec Endpoint Encryption, an additional choice will have to be made depending to the type of Symantec:
    1. Native Symantec Endpoint Encryption (recognizable by the last logon time indicated on the screen)
    2. Symantec Endpoint Encryption for Bitlocker (user’s screen says Bitlocker Recovery)
    3. Older versions of Symantec Endpoint Encryption (user’s screen says WDRT token)
  3. Depending on the type of encryption, a particular number has to be input by the service desk agent.
    1. Native Symantec Endpoint Encryption: Sequence number
    2. Symantec Endpoint Encryption for Bitlocker: Recovery Key ID
    3. Older versions of Symantec Endpoint Encryption: Machine/Disk ID (UUID or DISKID)
    4. Native Bitlocker: Recovery Key ID
  4. Choose how to relay the recovery key to the user. Note that multiple methods can be chosen. Check the desired method, or check none if the service desk agent chooses to only read the number to the user.
    1. Via email (the mail will be sent to the email address associated with the user in Active Directory)
    2. Via text message (the text will be sent to the mobile number associated with the user in Active Directory)
    3. By reading it to the user.
  5. Click Continue; the service desk agent will be presented with a Recovery key. If none of the methods above (email or text message) was chosen, the number needs to be read to the user for them to input it on their computer.
    Note: for users running native Symantec Endpoint Encryption, there will be a checksum code above the Recovery key field that can be used to verify that the user has enetered the correct key into their computer (in which case they codes should match).
Enrollment

Here you can see what identity services the user has enrolled with. Certain identity services can also be removed so that the user can re-enroll with them.

User Details

This section shows the details for the user currently accessed by the service desk agent. It contains information on User info (information registered in Acive Directory), Password info (information on password expiration and Specops Authentication enrollment), and History (events recorded for this user in the Service Desk).