Is there any way to encapsulate user details into the URL - so that users can be directed into the helpdesk without having to remember their usernames / passwords?
Such as http://url_to_helpdesk/login.asp?u=username;p=password
We have a remote site where users have taken to recording issues in a notebook then wait for one of us to go on-site rather than rely on the helpdesk to proactively log stuff as they claim they cannot remember their usernames or passwords (!!)
One solution we are investigating is a simple internet shortcut placed on the desktop (or perhaps an administratively-assigned favourite) that points to the helpdesk URL but logs them in automatically so the forgotten user details excuse can never be used again.
If it makes any difference, we use SQL authentication.
Thanks in advance!
It would be better to authenticate against the user login on the PC, assuming that a unique user login is used at the PC that is.
Locally I've made this a part of the systems of work, basically I was sick of finding scraps of paper with cryptic messages. Users either report using helpdesk or they don't get a reaction (unless it is a major disaster).
Forgetting user names.... I'm using forename.surname which is the same as their PC login. It's rather difficult to claim that you can't remember your own name!! We also have ID badges with your name on them, so forgetting isn't really a valid excuse.
Forgetting passords.... Once an initial password has been set the users are free to change to something they'll remember. I've worked using systems that were set up to use complex passwords ( One upper case, one number, one special character and a further 6 characters) It was an ongoing disaster with calls all day long to reset to another equally 'memorable' password.
And that's the problem - the remote site is a small UK primary school, which should already be ringing bells with anyone who works in the UK education sector. The level of IT literacy amongst the staff is highly variable to put it mildly! :-)
The one saving grace is that we can place an icon administratively on the teacher's desktop - which is why we wondered if it was possible to authenticate the user as part of the URL contained in the shortcut.
This would remove all the variables they can possibly get wrong - because they will given half the chance - all they would have to do is click on the shortcut, and log the call.
Go low security and use a simple usename and password like surname or first word od school name.
Capture the reporters ID in the report itself.
I'm lucky that in UK NHS (Us ppl Radiology particularly) we are getting to be quite IT literate.Most of the UK routinely uses digital systems to capture and distribute images so they've had to!!