Administration | Helpdesk Operations

The Helpdesk can be used to verify the accounts of users, using any of their enrolled identity services, or by sending a text message, containing a code, to the user’s mobile phone. Once a user has been verified, the helpdesk can set a new password for the user, and require the user the change password at next logon. The Helpdesk also displays user statistics, and information.

Search User

Searching for a user account from the Helpdesk will open the User Information tab. From the User Information tab, you can view policy / enrollment information about the user, such as the weight assigned to each identity service in the policy, and the identity services used for enrollment.

Identity Verification for users in Active Directory 

It is best practice to verify the accounts of users who call the helpdesk. Active Directory users can be verified from the second-level Identity Verification tab, which appears after a user has been selected:

  • Sending a text message to the user’s mobile phone. The message will contain a code, which the user should repeat to confirm that they have the mobile device associated with the account.
  • Requesting identity service verification. Click Request next to the identity service you want the user to identify using. The user can complete the verification from the Specops Password Reset mobile app or from https://www.ureset.com. The user will be required to provide the correct credentials for the requested identity services. When the user has completed the verification, a checkmark will appear next to the identity service.

Click here for a walk-through video of the Identity Verification.

Note: The identity service verification request will be valid for 10 minutes.

Reset Password for the user

  1. From the Specops uReset web helpdesk tab, search for and select a user.
  2. Select the Reset Password tab.
    Note: It is best practice to verify the identity of a user before resetting their password.
  3. Enter a new password, and click Change Password.

Note: It is best practice to enable Require user to change password at next logon.

Unlock Account and Reset Password for the user from the helpdesk

  1. From the Specops uReset web helpdesk tab, search for and select a user.
  2. Select the Reset tab.
    Note: It is best practice to verify the identity of a user before unlocking their account and resetting their password.
  3. Click Unlock Account and Reset Password.

Note:

  • This option will only be available if the user is locked out.
  • It is best practice to enable Require user to change password at next logon.

Statistics

You can view individual statistics for each user from the Statistics tab. The Statistics tab displays the full history of system usage for each user, allowing you to identify if the user is using the system appropriately. If a user has performed an excessive amounts of password resets, it may be worthwhile to further educate the user about password reset best practices.

Identity Verification for non-Active Directory users

From the top-level Identity Verification tab, you can verify the identity of non-active directory users who call the helpdesk. If the user’s mobile number is in the company directory, you can send a message containing a code, which the user should repeat to confirm that they are the owner of the mobile number. Alternatively, if you reside in a country that supports BankID, the user can verify their identity from the BankID app with their security code.