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  • helpdesk tools

    hey guys

    i was wondering what AD tools your help desk uses

    thanks

  • #2
    Re: helpdesk tools

    Originally posted by krayzie View Post
    hey guys

    i was wondering what AD tools your help desk uses

    thanks
    Hi,

    Check this : ServiceDesk Plus

    Summary : ServiceDesk Plus is a web-based helpdesk software that helps you manage all your communications from a single point. It offers an integrated Request management (Trouble Ticketing), Asset management, Purchase order management, Contract Management, Self-Service Portal, and Knowledge Base. ServiceDesk Plus packs all the modules at an affordable price.

    HTH,
    Tarek
    Tarek Majdalani
    MS Forefront Edge Security MVP

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    • #3
      Re: helpdesk tools

      sorry i ment tool like to password reset etc...

      we currently use a product called 'infra' for call tracking, asset management, PO's etc

      Comment


      • #4
        Re: helpdesk tools

        Errrr....

        Active Directory Users and Computers
        Account Lockout Tool

        for the most part... why would they need to buy third party tools???


        Tom
        For my own and your protection, I do not provide support by private message under any circumstances. All such messages will be deleted and ignored.

        Anything you say will be misquoted and used against you

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        • #5
          Re: helpdesk tools

          Microsoft server CDs come with the admin packs that will install the tools on your helpdesk user's PCs, if you don't want to manually add these using 'MMC'.

          With admin packs, you just need to make sureyou delete the shortcuts not relevant to the helpdesk user's job role.

          I tend to use the MMC tool and role that out via a GPO to the relevant users and further restrict access to the tool via NTFS permissions.

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          • #6
            Re: helpdesk tools

            yeah i thought admin pak, but i wasnt sure if that was an elegant solution,

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            • #7
              Re: helpdesk tools

              I've used that for allowing appropriate users to reset passwords. You set the permissions in AD so there isn't a great risk. I lock the tool down further with NTFS permissions, so only the relevant users can even run it, even if they are not permitted to do so in AD.

              You can roll it out via a GPO as well. I have worked in an environment with 2000 users that had admin assistants for each department, that would reset paswords. By using GPOs, it allowed me to set group permisisions and apply GPOs to relevant OUs. When users leave, or new staff need access etc, I only need to add them to the relevant security group and everything else is automated. The same applies to taking the permission away, so you maintain control.

              I believe there is a way of doing a Task Pad view for non-adminstrators that would make it easier. Never used that before though but know it can be done.
              Last edited by Virtual; 13th February 2009, 15:01.

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              • #8
                Re: helpdesk tools

                If you are specifically looking for password reset tools, you could also consider self-service offerings such as this http://www.specopssoft.com/products/...elf%20service/

                There is naturally an increased risk of misuse (so make sure you use a product that takes precautions against this) but on the other hand it reduces the workload for the helpdesk.
                Gareth Howells

                BSc (Hons), MBCS, MCP, MCDST, ICCE

                Any advice is given in good faith and without warranty.

                Please give reputation points if somebody has helped you.

                "For by now I could have stretched out my hand and struck you and your people with a plague that would have wiped you off the Earth." (Exodus 9:15) - I could kill you with my thumb.

                "Everything that lives and moves will be food for you." (Genesis 9:3) - For every animal you don't eat, I'm going to eat three.

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                • #9
                  Re: helpdesk tools

                  Gforce's post reminds me. It is important to ensure that the people resetting passwords ask for ID. I worked in an environment where support staff was resetting passwords but just asking for the username but was taking student's word for it. That policy was swiftly dealt with.

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                  • #10
                    Re: helpdesk tools

                    I use the employee's credit card number, cardholder name, expiry date, security digits and PIN code as proof of ID.

                    Gareth Howells

                    BSc (Hons), MBCS, MCP, MCDST, ICCE

                    Any advice is given in good faith and without warranty.

                    Please give reputation points if somebody has helped you.

                    "For by now I could have stretched out my hand and struck you and your people with a plague that would have wiped you off the Earth." (Exodus 9:15) - I could kill you with my thumb.

                    "Everything that lives and moves will be food for you." (Genesis 9:3) - For every animal you don't eat, I'm going to eat three.

                    Comment


                    • #11
                      Re: helpdesk tools

                      You forgot home address and wife/gf's vital statistics
                      Tom Jones
                      MCT, MCSE (2000:Security & 2003), MCSA:Security & Messaging, MCDBA, MCDST, MCITP(EA, EMA, SA, EDA, ES, CS), MCTS, MCP, Sec+
                      PhD, MSc, FIAP, MIITT
                      IT Trainer / Consultant
                      Ossian Ltd
                      Scotland

                      ** Remember to give credit where credit is due and leave reputation points where appropriate **

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                      • #12
                        Re: helpdesk tools

                        I must change my policy

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                        • #13
                          Re: helpdesk tools

                          Originally posted by Ossian View Post
                          You forgot home address and wife/gf's vital statistics
                          Ah yes, cardholder address is useful too. Not all sites ask for it though. But then, it would be useful to know that for when I call up the bank and crank their credit limit up so high the user would get nosebleeds just thinking about it.
                          Gareth Howells

                          BSc (Hons), MBCS, MCP, MCDST, ICCE

                          Any advice is given in good faith and without warranty.

                          Please give reputation points if somebody has helped you.

                          "For by now I could have stretched out my hand and struck you and your people with a plague that would have wiped you off the Earth." (Exodus 9:15) - I could kill you with my thumb.

                          "Everything that lives and moves will be food for you." (Genesis 9:3) - For every animal you don't eat, I'm going to eat three.

                          Comment


                          • #14
                            Re: helpdesk tools

                            Brings me memories of FoneJacker.

                            Comment


                            • #15
                              Re: helpdesk tools

                              Originally posted by krayzie View Post
                              sorry i ment tool like to password reset etc...

                              we currently use a product called 'infra' for call tracking, asset management, PO's etc

                              No Problem, even better from the same website , ADManager Plus

                              Enjoy it
                              Tarek Majdalani
                              MS Forefront Edge Security MVP

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