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
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?