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User Attributes in Helpdesk Search Result

Hi,

 

Is there a way to add attributes to the user search results in the Helpdesk site in v5.6.3?

 

Thanks in advance,

Febin

  • Hi Febin,

    These attributes are not a configurable option on the helpdesk site. They are hard-coded into the application. You can't add or remove them.

    However if this is something that is important you then please open a service request for this issue and we can then request that this feature be included in a future release of Password Manager.

    Regards,

    Jim C.
  • Ok. that's good to know.

    The problem we were trying to solve with this is handling cases where end-users haven't registered with Password Manager and call the helpdesk because they forgot their password. There is no way for the helpdesk to verify the user's identity within Password Manager because he/she does not have a Q&A profile set up. Any tips on verifying such users within Password Manager?
  • Hi Febin,

    In order for a helpdesk operator to verify a users identity the user must be registered with Password Manager. However there is a way around this requirement if you have the telephone verification feature enabled. In this case you would configure a workflow to allow an unregistered user to receive a pin code on their mobile / cell phone. The user then enters that pin into Password Manager and they can reset their password.

    Regards,

    Jim C.
  • Hi Jim,

    Thanks for your suggestion. But we want to avoid the possibility of a random user being able to trigger a telephone verification for another user.

    However, we did use the telephone verification to configure a helpdesk password reset workflow. This way when the user calls helpdesk, they can trigger a telephone verification for the user and collect the code to continue with the workflow. Now if the user does not even have a useable phone number for telephone verification, the last resort would be the helpdesk's existing manual verification process.

    Thanks again,
    Febin