Xpress Password includes an assisted password reset web portal, which allows IT support staff to help callers without having direct administrative access to target systems:
- Support staff sign into Xpress Password with a web browser.
- Support staff can be authenticated using IDs and passwords internal to Xpress Password or use pass-through authentication to an existing system. For example, support staff may sign into Xpress Password using their Active Directory ID and password, with Xpress Password validating the membership of each support technician in a designated AD security group and granting appropriate Xpress Password privileges based on that group membership.
- From the Xpress Password web portal, support staff can search for the caller’s profile by login ID or full name.
- Support staff can be required to verify the caller’s identity- for example by keying answers to some of the user’s personal questions, which Xpress Password can validate against its own back-end database or by keying the values of account attributes (such as mobile number, joining date etc) that will be collected from user’s directory.
- Once caller have been verified, support staff can reset the caller’s password, lock or unlock the caller’s access to Xpress Password or update the caller’s profile. Assisted password resets may be configured to also expire the new password, requiring the user to change it on the next login.
- Since only a single, simple web portal is used, an assisted password reset is normally completed in 1-2 minutes.
- All transactions – IT support login, user profile lookup, successful or failed password reset and more may trigger e-mails to the user, to the support technician. The same events can also trigger automatic creation, update or closure of tickets in an incident management system.
- The right of one user to reset another user’s password may be global (e.g., global IT support team) or based on the requester/recipient relationship (e.g., departmental or regional IT support can only assist in-scope users). Moreover, which passwords a given user can reset can be controlled by policy.
- At no point in the process does an IT support technician require administrative access to the systems where passwords are being reset. Instead, Xpress Password uses its own credentials to sign into target systems and these are encrypted in an internal Xpress Password database.
Assisted password reset reduces the cost of password support calls and ensures that such calls are handled in a consistent, secure fashion.
After a password reset, or following any of 300 other types of events, Xpress Password can create, update and close a trouble ticket in any of the following types of help desk systems:
- Service Now.
- Any other integration can be provided upon request.