Michel RothPasswords are the most common form of authentication in the world. They are easy, require little training, and present few technical challenges. However, passwords are also prone to user error and can be one of the most expensive burdens on IT service desks. In fact, Gartner estimates that “in a non-automated support model, password reset costs range from $51 (best case) to $147 (worst case) in labor alone” and that “password reset requests make up 10% – 30% of all help desk calls”.

Thankfully, the RES Suite 2014 enables enterprises to offer self-service password management, eliminating the service desk’s involvement and dramatically reducing cost for enterprises. In the suite, the self-service password management capabilities are simple and powerful with two basic steps.

  • The user signs up for self-service password service.
  • The RES IT Store executes the self-service password task.

Self-Registering
The user can register with their private e-mail address as shown below:

  • Password management lifecycleWhen logged into the IT Store Web Portal,the user requests the self-service password management option.
  • The user input their private e-mail address.
  • The user receives an email at their private e-mail address with a confirmation link.
  • The user’s private email is now registered in the IT Store for use with password resets.

Now that the user has securely registered their private e-mail address with the IT Store, they can perform a password reset from either their Windows login screen or RES IT Store Web Portal.

Password Resets from the RES IT Store Web Portal
At the bottom of the IT Store login page, the user will see a Password Reset link. This text is customizable and available in different languages.

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When the user clicks on the link, they will go to a page to provide identification credentials. In our example below, it is configured for the user to provide their Windows (Active Directory) username.

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Once the user is identified, an email is automatically sent to the user’s registered private e-mail address.

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Skip to the section “From Email to Login” to see what happens next.

Password Resets from the Windows Login Screen
For Windows devices that are managed by RES Workspace Manager 2014, users can perform password resets right from the Windows login screen. At the top of the login page, the user will see a Password Reset link. This text is customizable and available in different languages.

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When the user clicks on the link, they will go to a page to provide identification credentials. In our example below, it is configured for the user to provide their Windows (Active Directory) username.

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Once the user is identified, an email is automatically sent to the user’s registered private e-mail address.

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From Email to Login
Regardless of whether the user has chosen to reset their password from the RES IT Store web portal or the Windows login screen, the next steps are consistent.

The confirmation email will contain a link to confirm the user requested the password reset service. This also prevents possible misuse of the self-service password management capabilities.

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The user must click the link within 5 minutes (this time is configurable) to prevent possible misuse of the self-service password management capability.

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Once confirmed, RES Automation Manager 2014 performs the password reset and a new (temporary) password is e-mailed to the user’s private e-mail address.

And That’s Just One Way to Do It
As you can see, self-service password management in the RES Suite 2014 is intuitive and lightweight, yet secure and customizable. While the scenario in this blog post is already a powerful one, the RES Suite 2014 is flexible and accommodate several additional options such as:

  • Adding an approval step before a user can reset their password
  • Delegating the permission to reset passwords for other users
  • Sending the new password via a text (SMS) message
  • Recovering a lost user account name
  • Just unlocking a user account (versus generating a new password)
  • Whatever else you can think of…..

Fascinated by self-service password management and want to learn more? Current customers can click here for the in-depth overview or contact RES Software and let us customize a solution for you.


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