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User Policy Configuration

Help Desk Assisted Self-Service

For businesses reeling under the high cost associated with routine calls to the help desk, end user self-service is a great solution, enabling and empowering end users to solve their own IT problems. And yet, some businesses stay away from deploying self-service. For example, even though it's a tedious task for the help desk to maintain up to date profile information of each and every employee in Active Directory, organizations may not allow end users to self-update their profile information in Active Directory for fear of losing control over security and data consistency.

ADSelfService Plus, the web-based self-service password management solution, allows you to review and approve users' self-service actions. A help desk software with approval workflow feature such as ADManager Plus is required for the review and approval process. The approval workflow rules set by the administrator in the help desk software determine who can review and approve the self-service requests. In ADManager Plus, admins can create and modify any number of self-service approval workflow rules for different types of requests. For password reset and account unlock, you can determine how users' identities are to be verified by configuring Active Directory attributes-based security questions. Once ADSelfService Plus is integrated with ADManager Plus, users' self-service actions are taken as requests instead of being directly updated in Active Directory.

Help Desk Assisted Directory-update and Mail Group Subscription - How it Works


  • A user creates a self-service request, say, for updating his mobile number in Active Directory, using ADSelfService Plus.
  • The request is created and forwarded to ADManager Plus (workflow provider).
  • A help desk technician reviews the request and approves it based on the workflow rules configured in ADManager Plus. Only the information that comply with your organization’s policies are approved.
  • Once approved, the user’s new mobile number is automatically updated in Active Directory by the workflow engine/help desk software.
  • The user can view the status of his/her request in the self-service portal itself.

Help Desk Assisted Self Password Reset and Account Unlock - How it Works

By enabling ‘approval workflow’ for self-password reset and self-account unlock actions, you give help desk technicians the ability to verify users’ identities. Identities are verified using a set of Active Directory attributes-based security questions such as what is your mobile number?, what is your department?, etc. Here’s how the ‘approval workflow’ model works for self-password reset and self-account unlock requests:

  • A user requests password reset/account unlock using ADSelfService Plus
  • The user will be asked a set of pre-defined Active Directory attributes-based security questions.
  • The user answers all the questions and submits the request, which will be forwarded to ADManager Plus.
  • In ADManager Plus, a help desk technician reviews and approves/rejects the request by comparing the answers provided by the user against the actual values in Active Directory.
  • Once approved, ADSelfService Plus sends a secure password reset/account unlock link via email to the user using which the password can be reset or account can be unlocked.

See Self-Service Approval Workflow guide to learn the steps involved in configuring this feature.

Details like who created the request, who approved the request and when the request was approved are captured and recorded in reports for later use. Furthermore, users can view the status of the request by logging in to the self-service portal of ADSelfService Plus.


  • Ensure security and consistency

    Approval based self-service gives you control over users’ self-service actions and ensures that they are handled in a secure, consistent manner.

  • Significantly reduce IT service request calls

    Users can create requests on their own without having to call the help desk. The cost associated with users calling the help desk for booking IT service requests is significantly reduced.

  • OU and Group-based Configuration - choose what's best for you

    You have the option to give certain users, like those in managers OU, a pure self-service experience by excluding them from self-service approval, and enable it for all the other users.

Mandate help desk or manager's approval for users' password 

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