InvivtaPass - Password Reset is a powerfull application saving customers hundreds of dollars in providing automated self service for password issues in small, medium and large companies.

Installing IPass is beyond the scope of this document. Please refer installation manual for IPass.

This section covers two areas of integration.

• Automatic ticket creation for IPass Success events
• Reaching IPass login areas quickly from IDesk

Auto creation of tickets

Step 1

IPass should be configured for generating email notifications for successful password reset. The mail should be forwarded to IDesk POP/IMAP account for the desk to be able to pick it up and process automatically.

When stting up mail template within IPass please ensure the final mail follows the following format and Mail format is set to Plain Text:

Subject: (can be anything and is only used to populate the subject of the ticket)
Body:
Date : 11/02/2015
Time : 17:08
User : invicta\stephen.ray
Domain : invicta
Computer : WIN81
IP Addr : 10.10.1.169
Action Type : Reset
Result : Success
Reason Code :

Important fields which are processed have been bolded for sake of clarity. Note the Body of the mail above is populated into the Ticket Description field of the ticket.

Once you are satisfied with the format go on to next steps below.

Step 2

A. Make sure you have a IPass user in the desk either as an AD user or desk's internal WEB type uesr. This is needed to invoke desk's mail processor whnever a mail FROM this address is received.

B. Setup a Service Item as per the following graphic and define fields as needed

This should get you started with auto ticket creation AND ticket auto closure.

Next time IPass generates a mail a ticket will be automatically created in IDesk, closed and if notifications for closed tickets have been enabled for end user, a mail will be triggered.

IPass can also generate alerts for several other conditions. In such situations, mails received can still be succefuly processed by IDesk with the only difference being tickets are not auto closed. This is to facilitate staff so they can take action as required.

Quick access IPass areas from the desk

Another functionality available with the desk is to aid technicians quickly reach functional areas of IPass.

To enable this edit idesk_server_path/protected/config/idesk.ini.php

ipass_adminurl = ' '; //admin url for ipass server
ipass_hdurl = ' '; //helpdesk url for ipass server

With this enabled, IDesk enables two areas from where IPass can be reached. See the following graphics:

Link in IDesk navigation bar

Link next to user field on a ticket

Additionally, the navigation bar feature for reaching IPass admin url can be granted and revoked on a per role basis from within the desk. This is not related to permissions in IPass which are handled by IPass directly.