OLD MSP ACCOUNTS AND PASSWORDS PASSWORD
OLD MSP ACCOUNTS AND PASSWORDS PC

Otherwise I have no problem with telling them that I'm cancelling the ticket and they can reopen it whenever they have time to get it resolved. The user (senior manager or not) can pick one of the two. And you don't have to sacrifice security in order to do it. I bet they wouldn't 'want' their issues to happen at all. How do you do it? Are there good technological solutions out there I'm not aware of? Alas, no way of doing this, that I've seen anyway!

OLD MSP ACCOUNTS AND PASSWORDS PASSWORD

My ideal would be if I could use my admin rights to fully impersonate a user and log in as them - preserving an audit trail, no password sharing required, but also getting the exact same user profile / permissions the user normally has, so I can properly reproduce the problem and fix it. Still not ideal though - users hate changing passwords, and will be extra annoyed if you have multiple cases in a short space of time you need to do this for. There's still some exposure (audit trail no longer verifiably one person), but it's for a limited period.

OLD MSP ACCOUNTS AND PASSWORDS PC

I've never really come to a good solution on this:ДЎ) Resetting their password temporarily isn't great, as that then breaks their email on phones and any other devices they are using, and if you need to keep working on their device for hours, you either have to give them the temporary password (which they will then need to change on all their devices AGAIN when you are done) or you keep them locked out for hours (which won't fly in most cases).Дў) Asking them to leave their PC logged in and unlocked has its own obvious problems.ДЈ) Taking their password, and then forcing a reset when the issue is fixed is slightly better - less inconvenient for the user while you still fix an issue (especially if it's not a quick fix). when they aren't in the office wanting to use their machine). Knowing the user account passwords for clients is a terrible idea as far as security goes, as it breaks the audit trail and undermines the security message of 'never give your password to anyone, we will never ask for it'.Д«UT it can be incredibly useful at times - such as trying to fix something that you need to be in their account at a time convenient for the user (i.e.

Old msp accounts and passwords