{"id":3500,"date":"2016-04-18T10:54:55","date_gmt":"2016-04-18T10:54:55","guid":{"rendered":"https:\/\/www.firstware.com\/?p=3500"},"modified":"2021-10-29T08:29:58","modified_gmt":"2021-10-29T06:29:58","slug":"active-directory-help-desk-delegation","status":"publish","type":"post","link":"https:\/\/www.firstware.com\/en\/blog\/active-directory-help-desk-delegation\/","title":{"rendered":"Active Directory Help Desk Delegation"},"content":{"rendered":"<p>When companies and organizations grow, tasks in Active Directory grow with them. But a lot this work is <strong>standard user data management<\/strong> &#8211; something you could delegate to your Help Desk &#8211; something that saves you a lot of time, costs and effort.<\/p>\n<p><!--more--><\/p>\n<p>&nbsp;<\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_2 counter-hierarchy ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Index<\/p>\n<span class=\"ez-toc-title-toggle\"><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.firstware.com\/en\/blog\/active-directory-help-desk-delegation\/#Recurring-Tasks-in-Active-Directory\" >Recurring Tasks in Active Directory<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.firstware.com\/en\/blog\/active-directory-help-desk-delegation\/#Shared-Tasks-between-AD-Admins-and-Help-Desk\" >Shared Tasks between AD Admins and Help Desk<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.firstware.com\/en\/blog\/active-directory-help-desk-delegation\/#Setting-up-Help-Desk-Delegation-of-AD-Tasks\" >Setting up Help Desk Delegation of AD Tasks<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.firstware.com\/en\/blog\/active-directory-help-desk-delegation\/#One-Help-Desk-Role-for-All\" >One Help Desk Role for All<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/www.firstware.com\/en\/blog\/active-directory-help-desk-delegation\/#Empower-the-Help-Desk-to-Reset-Passwords-and-Unlock-Accounts\" >Empower the Help Desk to Reset Passwords and Unlock Accounts<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/www.firstware.com\/en\/blog\/active-directory-help-desk-delegation\/#Benefits-for-IT-and-Business\" >Benefits for IT and Business<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/www.firstware.com\/en\/blog\/active-directory-help-desk-delegation\/#Get-your-test-license-now\" >Get your test license now<\/a><\/li><\/ul><\/nav><\/div>\n\n<p>&nbsp;<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Recurring-Tasks-in-Active-Directory\"><\/span>Recurring Tasks in Active Directory<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>When their number of standard tasks increases, daily work becomes cumbersome for AD admins. These are recurring tasks like the creation of user accounts or the reset of user passwords. The more time AD admins spend with this kind of work, the less time they have for important technical issues.<\/p>\n<p>With the <a href=\"https:\/\/firstware.com\/en\/\">FirstWare IDM-Portal<\/a> you can <strong>empower Non-AD admins<\/strong> to maintain Active Directory data in a very user-friendly way. The Delegation can be set up easily and secure with predefined roles. All actions (who did what) are documented in a transparent, traceable and easy to read Logging\/Audit.<br \/>\n\u00a0<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Shared-Tasks-between-AD-Admins-and-Help-Desk\"><\/span>Shared Tasks between AD Admins and Help Desk<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Sharing tasks between AD administrators and Help Desk can be easily implemented. What attributes a Help Desk technician can read or write and what tabs are visible depends on his permissions. For permission and access management the person in charge should have at least basic AD knowledge. But standard user data tasks can be even carried out by non-IT data admins that do not have any Active Directory skills &#8211; possible through the self-explanatory web interfaces. This allows you to <strong>easily delegate AD tasks to Help Desk<\/strong>, HR staff or an assistant in each department.<\/p>\n<p><a href=\"https:\/\/firstware.com\/wp-content\/uploads\/2016\/04\/ActiveDirectory-Helpdesk-AD-Admin-shared-tasks.png\" rel=\"attachment wp-att-3501\" data-rel=\"lightbox-image-0\" data-rl_title=\"\" data-rl_caption=\"\" title=\"\"><img decoding=\"async\" class=\"wp-image-3501 aligncenter\" src=\"https:\/\/firstware.com\/wp-content\/uploads\/2016\/04\/ActiveDirectory-Helpdesk-AD-Admin-shared-tasks.png\" alt=\"ActiveDirectory-Helpdesk-AD-Admin-shared-tasks\" width=\"799\" height=\"299\" srcset=\"https:\/\/www.firstware.com\/wp-content\/uploads\/2016\/04\/ActiveDirectory-Helpdesk-AD-Admin-shared-tasks.png 1114w, https:\/\/www.firstware.com\/wp-content\/uploads\/2016\/04\/ActiveDirectory-Helpdesk-AD-Admin-shared-tasks-300x112.png 300w, https:\/\/www.firstware.com\/wp-content\/uploads\/2016\/04\/ActiveDirectory-Helpdesk-AD-Admin-shared-tasks-768x287.png 768w, https:\/\/www.firstware.com\/wp-content\/uploads\/2016\/04\/ActiveDirectory-Helpdesk-AD-Admin-shared-tasks-1024x383.png 1024w\" sizes=\"(max-width: 799px) 100vw, 799px\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n<p><strong>Typical tasks<\/strong> for Active Directory Help Desk delegation:<\/p>\n<ul>\n<li>Create, edit and delete user<\/li>\n<li>Disable user accounts<\/li>\n<li>Reset passwords<\/li>\n<li>Upload user pictures<\/li>\n<li>Rename user<\/li>\n<li>Change phone numbers<\/li>\n<li>Move User objects to another OU<\/li>\n<li>Manage group memberships of a user<\/li>\n<li>Create, edit and delete groups<\/li>\n<\/ul>\n<p>The creation, modification and deletion of objects can also trigger other actions. If you want to create or mailboxes or move homedrives after changing a user object, you can automate these actions with IDM-Portal.<br \/>\n\u00a0<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Setting-up-Help-Desk-Delegation-of-AD-Tasks\"><\/span>Setting up Help Desk Delegation of AD Tasks<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>For delegating tasks with the IDM-Portal set up a Help Desk role. In this role you define which attributes can be edited and which features are enabled. The Help Desk technicians will see only relevant fields and tabs that are necessary for his tasks, like account lockouts and password issues.<br \/>\n\u00a0<\/p>\n<h3><span class=\"ez-toc-section\" id=\"One-Help-Desk-Role-for-All\"><\/span>One Help Desk Role for All<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>For multiple departments, branches or company sites, where the local Help Desk has the same permissions, but is limited to certain OUs for example, <strong>you can create a general role<\/strong>. Based on a group membership, an attribute or a specific OU scope, it will be automatically detected where the respective Help Desk staff is allowed to access. Whether you create one or more roles for the Help Desk of course also depends on your requirements.<\/p>\n<p>If you want to know more about setting up roles, please <a href=\"\/de\/kontakt\/\" target=\"_blank\" rel=\"noopener noreferrer\">contact us<\/a>. There are various way of implementation. It is important to take the one that meets your specific requirements best.<br \/>\n\u00a0<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Empower-the-Help-Desk-to-Reset-Passwords-and-Unlock-Accounts\"><\/span>Empower the Help Desk to Reset Passwords and Unlock Accounts<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>If the role is defined, the Help Desk employees simply open the FirstWare IDM-Portal website in his browser. Due to Windows integrated authorization, the website is provided to him with a role-based personal view &#8211; without logging in (SSO). The technician gets access to its user, groups and all sorts of tasks.\u00a0 He can immediately maintain users and groups he is in charge of. These can be objects within one or several OUs or objects that belong to him due to some filter rule.<\/p>\n<p><em>Note: For the configuration of roles and to establish AD automation, you need the standard version of FirstWare IDM-Portal. (<a href=\"\/de\/kontakt\/\" target=\"_blank\" rel=\"noopener noreferrer\">tell me more<\/a>)<br \/>\n\u00a0<br \/>\n<\/em><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Benefits-for-IT-and-Business\"><\/span>Benefits for IT and Business<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>The greatest advantage in AD Help Desk Delegation is that it <strong>speeds up many processes<\/strong>. On top of that it dramatically reduces the work load for the AD Administrators. Users can submit a ticket, that is directly processed by an Help Desk technician &#8211; without having the task being forwarded to the IT department and done by a third person. This way processing time can be significantly reduced . Besides the Help Desk staff, changes in the AD could be also carried out by managers, assistants or the HR department.\u00a0 A passing around of data can be avoided and thus the risk of incorrect data in Active Directory.<\/p>\n<p><strong>The Benefits:<\/strong><\/p>\n<ul>\n<li>Accelerated Processes<\/li>\n<li>Reduce the work load on the AD Administrator<\/li>\n<li>Lower waiting times for end users<\/li>\n<li>Non-IT employees can help themselves<\/li>\n<\/ul>\n<p><a href=\"https:\/\/firstware.com\/wp-content\/uploads\/2016\/04\/Helpdesk-erstellt-User.jpg\" rel=\"attachment wp-att-3502\" data-rel=\"lightbox-image-1\" data-rl_title=\"\" data-rl_caption=\"\" title=\"\"><img decoding=\"async\" class=\"aligncenter wp-image-3502\" src=\"https:\/\/firstware.com\/wp-content\/uploads\/2016\/04\/Helpdesk-erstellt-User.jpg\" alt=\"Helpdesk-erstellt-User\" width=\"600\" height=\"265\" srcset=\"https:\/\/www.firstware.com\/wp-content\/uploads\/2016\/04\/Helpdesk-erstellt-User.jpg 893w, https:\/\/www.firstware.com\/wp-content\/uploads\/2016\/04\/Helpdesk-erstellt-User-300x132.jpg 300w, https:\/\/www.firstware.com\/wp-content\/uploads\/2016\/04\/Helpdesk-erstellt-User-768x339.jpg 768w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/a><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Get-your-test-license-now\"><\/span>Get your test license now<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>You can test FirstWare IDM-Portal 2017 SmartEdition for 30 days and see if it fits your needs. We are happy to provide you with further information.<\/p>\n<p><a href=\"\/de\/kontakt\/\"><button class=\"ButtonBeratung aligncenter\">Contact us<\/button><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>When companies and organizations grow, tasks in Active Directory grow with them. But a lot this work is standard user [&hellip;]<\/p>\n","protected":false},"author":11,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[9,1838],"tags":[49,50,51],"class_list":["post-3500","post","type-post","status-publish","format-standard","hentry","category-general","category-projects","tag-help-desk","tag-rbac","tag-shared-tasks"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Active Directory Help Desk Delegation - FirstWare IDM-Portal<\/title>\n<meta name=\"description\" content=\"Delegation recurring AD tasks to Help Desk technicians: User creation | Group management | Password reset | Active Directory data maintenance...\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.firstware.com\/en\/blog\/active-directory-help-desk-delegation\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Active Directory Help Desk Delegation - FirstWare IDM-Portal\" \/>\n<meta property=\"og:description\" content=\"Delegation recurring AD tasks to Help Desk technicians: User creation | Group management | Password reset | Active Directory data maintenance...\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.firstware.com\/en\/blog\/active-directory-help-desk-delegation\/\" \/>\n<meta property=\"og:site_name\" content=\"FirstWare IDM-Portal\" \/>\n<meta property=\"og:image\" content=\"https:\/\/firstware.com\/wp-content\/uploads\/2016\/04\/ActiveDirectory-Helpdesk-AD-Admin-shared-tasks.png\" \/>\n<meta name=\"author\" content=\"Sophia Tunui\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Sophia Tunui\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.firstware.com\\\/en\\\/blog\\\/active-directory-help-desk-delegation\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.firstware.com\\\/en\\\/blog\\\/active-directory-help-desk-delegation\\\/\"},\"author\":{\"name\":\"Sophia Tunui\",\"@id\":\"https:\\\/\\\/www.firstware.com\\\/en\\\/#\\\/schema\\\/person\\\/e7504910be78b9b066298168ab6e839e\"},\"headline\":\"Active Directory Help Desk Delegation\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.firstware.com\\\/en\\\/blog\\\/active-directory-help-desk-delegation\\\/\"},\"wordCount\":788,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\\\/\\\/www.firstware.com\\\/en\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.firstware.com\\\/en\\\/blog\\\/active-directory-help-desk-delegation\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/firstware.com\\\/wp-content\\\/uploads\\\/2016\\\/04\\\/ActiveDirectory-Helpdesk-AD-Admin-shared-tasks.png\",\"keywords\":[\"Help Desk\",\"RBAC\",\"Shared Tasks\"],\"articleSection\":[\"General\",\"Projects\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/www.firstware.com\\\/en\\\/blog\\\/active-directory-help-desk-delegation\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.firstware.com\\\/en\\\/blog\\\/active-directory-help-desk-delegation\\\/\",\"url\":\"https:\\\/\\\/www.firstware.com\\\/en\\\/blog\\\/active-directory-help-desk-delegation\\\/\",\"name\":\"Active Directory Help Desk Delegation - 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