5 Replies Latest reply on Sep 1, 2015 3:47 AM by jasoncadman

    Event Manager, Request Management and Password reset automation

    jasoncadman Expert

      Hi All


      I have what is possibly a silly question. here goes...


      What is the point of connecting your (ahem) 3rd party self service password reset tool to Service Desk. I can only think of a couple of reasons


      1) Reporting of automated password reset success and failure as an IPCR in an already defined reporting structure.

      2) Logging a call for failures so you can call a stranded customer back and help proactively

      3) Close the call if the password reset for that user is successful

      4) ?


      I'm struggling to see the advantage in it to be honest and feel like it's some functionality looking for a problem at the moment. What scenarios have others introduced for Password reset and event management?


      Any thoughts welcome?