HelpDesk admins capabilities in IDN

Administration & Troubleshooting
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1

Hi,

Does the helpdesk admins have the capability to change the passwords for applications(Eg: AD) tagged to the users? Or is there a way they can navigate to user’s applications and send them a password reset link to update the application’s password?

Please let me know on the above query.

Thank you!

2

Hi @Divya_B7  What Helpdesk users can do outside of IdentityNow is up to the individual application owners. Such as: can they open the (external) applications and see/change a user’s account password on that application/source? This is not something controlled from within Identity Security cloud platform.

Within IdentityNow specifically, help desk users have access to do the following:

Helpdesk Admin User Level

A user with the Helpdesk Admin user level can take the following actions:

Helpdesk Admins cannot manually set lifecycle states or make changes to sources, apps, and other features within IdentityNow.

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This implies the following:

  • Helpdesk users cannot directly change user passwords from within IdentityNow
  • Helpdesk users cannot get access to see or know users’ passwords or other KBA Q&A pairs
  • “Helping” users reset passwords means that Helpdesk users can log into IdentityNow and click an action button that triggers an Email to be sent to the user with password reset instructions (ie a code sent in email that an individual user can use to reset his/her own password).

This “User Matrix” has always been helpful to me, to see what every authorization level can see and do: User Level Access Matrix - SailPoint Identity Services

3

Thank you for the information, @amy_shillinglaw .