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If you enforce a password change policy within your Active Directory domain, chances are you know plenty about the increased help desk calls from remote OWA / VPN users who have an expired password and were unable to log on to the domain, email etc.
Typically, most companies use OWA's change password function within the web interface for supporting remote user password changes. However if your password is already expired, your account is locked out, or you are a new user issued a temporary password (change on next login), there is no native method available to allow these users to self-service the issue. They must call the help desk for assistance, and remain unproductive until IT can provide help.
To easily remedy the issue and "empower" remote users with the ability to self-service password resets, account unlocks, and update a temporary password to a permanent one, you'll need to deploy a 3rd party "web based self service" software solution that interfaces with Active Directory. This type of system provides standard users with an external portal to log into and handle issues themselves quickly and securely.
Sounds easy right? The problem is, there are many solutions to choose from at varying price levels. Not all self-service systems are created equal. Some are very secure but impossible to deploy (change control nightmare). Other are easy to deploy but not secure at all, compromising perimeter security. Others are easy to deploy and secure, but impossible to build in fault-tolerance to the system or load balancing. And others still, are so completely baffling for the user to operate that it ends up causing more help calls than it was designed to reduce!!
How do you make an informed choice? Try a lot of different products. See which one works great from a "dumb user" perspective, and is "realistic" to deploy within your secure environment.
Some "not good" product features to avoid, which should help with your selection:
- Require schema extensions / changes to AD in order to function
- Requires windows-only computers and installation of client software to function
- Places sensitive "administrative functions" inside the external web self service portal
- Web self service portal has not been PCI scan tested by the vendor
- Requires SQL or MySQL databases to store user data
- Uses odd butchered versions of open-source code for the web self service portal
- Does not provide for easy failover, load balancing and system redundancy
- Does not log web portal events with specific event ID's to the server for monitoring
- Stores sensitive user data and passwords outside of Active Directory
- Stores sensitive user data and passwords in the external web self service portal
- Web self service portal cannot be deployed in a DMZ outside of the secured LAN
- Software is not designed / built by vendor (product bought from some other company)
- No in-house support (support number goes to Philippines or India call center)
- Uses old, cumbersome "question / answer" methods for user enrollment in the web portal (not effective)
When reviewing products, you should ask the above questions- A proper web based self service solution should not have any (or very few) of the above items present. As a yardstick of successful measure, we suggest Password Reset PRO from SysOp Tools.
With a good web based user self service solution deployed for your users that is secure, easy to install and easy for users to navigate, you will reap the benefits of less help calls, more productive users, and better overall enforcement of a secure change password system.
There are opensource tools that help the Sysadmins to forget changing them and letting the users to do it by themselves. Such as ADiPaRT. It's an Open Source Active Directory Password Reset Tool.
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