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This feature helps administrators to assign or delegate selected activities to non-administrative desk users. It is recommended to delegate incipient administrative activities to help desk technicians.
Who
is a help desk Technician?
A person who is entitled to perform the operations delegated by the administrator is called help desk technician. These operations can deviate from the regular end user functions with a bias of administrative tasks aimed to increase the productivity and reduce administrator's workload.
A specific role or a set of roles that are delegated by administrator to a unique non administrative user to perform are called help desk roles.
The OU based administration lets the administrator to delegate the tasks with a scope limited to a specific Organizational Unit i.e. help desk users can perform the delegated activities that fall under the purview of the assigned OU. This ensures that the security issues are intact and the delegation runs smooth.
How to create a help desk technician?
Click AD Delegation
Click on Help desk technicians
Select Add New Technician.
Select domain
Select user by clicking on Browse.
Select a role by clicking on choose (Note: You can also customize the roles. Learn more )
Select the Organizational Unit (OU). This step ensures that the user's help desk operations are restricted to this OU only.
Click on save.
To modify technician
details, click the icon present near the
technician's name on the summary page.
You can modify Help Desk Role, OUs and also restrict the user to choose from a selected list of templates.
Enable Impersonate as Admin option to allocate admin permissions to the user.
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Note:
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How to create a help desk role?
There are some predefined help desk roles that you find under Help Desk Roles Tab.
To create a new help desk role:
Click AD Delegation
Click on Help Desk Roles
Select Create Help Desk role.
Specify the role name and description.
Check in one or more of the boxes available. This will define the scope of the user operations i.e. you can create a help desk role which is limited to AD Reports or AD management etc.
For further exclusive role, click on the image '+'.
In case of Create / Modify users, click on user properties to specify the attributes.
Click on Save Role.
How to add more than one role/domain to a help desk technician?
Click AD Delegation
Click on Help desk technicians
To modify technician
details, click the icon
present near the technician's name on the summary page.
Enable the required Domains in the Manageable Domains section
You can now assign multiple roles by clicking on choose/change for the corresponding domain.
You can modify Help Desk Role, OUs and also restrict the user to choose from a selected list of templates.
Enable Impersonate as Admin option to allocate admin permissions to the users.
Click Save Changes
The core functional theme of Help Desk Delegation is that the technician can login to the ADMP console and perform the functions delegated by Administrator. For this to happen the Administrator should perform the following steps to authorize a help desk technician.
Modify (click on ) or delete (click on
) existing technician
or create a help desk technician
Select or modify the predefined the help desk roles or create a new help desk role.
Define the scope of each operation. Click on the images '+' for granular authorization.
All the operations can be restricted to a specific OU. More about OU Restriction
Administrator can restrict the help desk technicians function to a specific part of OU or to specific attributes in a function.
Example: Help desk technicians can be allowed to modify Group attributes at the same time restricting or avoiding them to any of the sub functions like add to group or remove from group or set primary group.
All the functions that are being performed by help desk technicians can be restricted to specific OU's. This enhances the security of Active Directory by authorization.
You can restrict the help desk technicians from viewing certain reports and can be imposed at the time of creating the help desk Role. This restriction can be imposed on all of the reports under a particular reports category say like User Reports, Computer Reports, etc., or on specific reports under each of these Report types. The view for those reports whose check boxes have been enabled will be restricted for the help desk Role.
Enable/Disable help desk Technician
Super Admin can enable/disable one or more help desk technicians based on his discretion. Click on the appropriate Enable or Disable icon adjacent to the respective Technician's name to achieve this operation. This enhances the security of Active Directory by authorization.
Multiple Domain Management using help desk Technician
This feature allows the Administrator to allocate Multiple Domain Support for help desk technician (s). The following steps will help perform this operation:
Select the AD Delegation Tab.
Select
the under Action of Help Desk Technicians. This opens
the Modify help desk technician Dialog.
Enable the required Domains in the Manageable Domains section.
Select the roles for the technician in the new domain.
Click on Add OUs link to select the OUs of that domain.
Delegating Groups for help desk technicians
Administrator can associate help desk Technicians with specific groups using the Include/Exclude option of help desk Delegation. The following steps will help perform this operation:
Select the AD Delegation Tab.
Select
the under Action of Help Desk Technicians. This opens
the Modify help desk technician Dialog.
Click on Add/Remove buttons adjacent to Included Groups to include the required groups for the help desk Technician.
Click on Add/Remove buttons adjacent to Excluded Groups to exclude the required groups for the help desk Technician.
Note:
If the Included Groups List is alone mentioned, then the help desk Technician will have permissions only on those mentioned groups.
If the Excluded Groups List is alone mentioned, then the help desk Technician will not have permissions on those mentioned groups.
If both Included and Excluded columns contain data, then the ones that are unique with respect to Included List will hold good.
Login Using Sample help desk Users
ADManager Plus offers "Login Options Using Sample help desk Technicians" for first time installations. Two sample help desk Logins will be allocated for HR and help desk, with create and reset password options respectively.
How does help desk delegation help you ?
Help Desk delegation helps in disseminating the workload from administrator's desk. It reduces the burden on administrator there by allowing him to concentrate on core administrator activities.
It increases the productivity of users by eliminating administrator's intervention in self-manageable activities.
What is the scope of delegation?
Administrator can limit the scope of delegated activities according to his wish. He can limit the technicians to a specific organizational units or a part of organizational unit.
Help desk delegation is delivered with a security shield. All the actions performed by help desk technicians will be in the purview defined, enabling security settings intact. To prevent security breach the technicians and their activities are fenced to a specific party of Active Directory and enforced authentication zeroes security pitfalls.
How to use help desk delegation ?
For a successful implementation of this feature follow the below steps:
Select the AD Delegation tab.
Click the Help Desk Technician
Select the domain
Select the Active Directory user. Click Browse to select user. The selected user will be eligible to perform the roles defined in next steps.
Select the role by clicking on 'choose'. This role will be assigned to the user selected. Be cautious in selecting the role. At a time you can delegate only one role to a user.
Select the Organizational Unit. This limits the user's role only to that OU.
Save.
How can help desk technicians modify first name and last name of users?
Click on AD Mgmt tab
Click on Modify Users under CSV import
Import the CSV file
Select the Users and click on apply.
Here is a sample CSV file,
sAMAccountName,givenName,sn
TestUser,Sample,User
Note : For
"sAMAccountName" please provide the existing sAMAccountName
of the user and for "givenName" and "sn" please provide
the new names (name to be modified).
Also, for help desk technician please make sure that "Modify Users"
option is selected.
Help desk Implementation Scenario's
HR Department in your organization need not wait for the System Administrator to confirm that the newly joined employees are enrolled in the active directory. Help Desk Delegation allows an administrator to grant rights to the HR People to create new user accounts whenever a person is recruited. This saves time for both the departments and enhances productivity.
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