A quarter of the calls to helpdesk technicians, each day, are requests from end-users who have lost their password. Password reset is one of the most time consuming task for helpdesk technicians as not all them have Active Directory authentication, and the technicians who do, should access the AD and reset the password. But it does not stop just there! The technician should inform the end-user on the updated password and close the request, leading to further delay in resolving critical and crucial requests.
Rather than installing specialized tools to reset the password, ManageEngine ServiceDesk Plus provides Robo Technician - a password reset tool that automatically resets the end-users password without the involvement of helpdesk technicians, thereby acting as an automatic password generator. This add-on is capable of automatically resetting the password and eventually taking care of redundant password reset requests. The Robo Technician automatically connects to Active Directory, resets the password, fills out the request form with the required details and closes the request.