This section explains the desk side if IPass has been integrated with Idesk.

The first topic to understand is that since IPass is a self contained application, it performs all password reset activities and only passes status information to the desk. The desk has all the lgoic to handle received data and take necessary action, namely:

• Extract User information
• Create a ticket
• Automatically close the ticket

If processing has been successful, the ticket never shows on the dashboard as it is directly sent to the closed tickets list. This makes sense as no further processing is required by the staff. In this case, the ticket can be found under Closed. The list of all IPass tickets can also be reached from the Tag cloud on the dashboard if Tags have been setup properly within IPass service item. Following shows a sample entry in the list of closed tickets.

IPass details received are logged into the ticket description field and the subject is populated into the subject field:

and ticket is marked:

Note the Audit trail: User using the password reset service is entered under the User column but the ticket is logged under user IPass.

Since the ticket enters the workflow in any case, if notification for new/closed tickets has been enabled for users, an email is also triggered.

Under certain conditions IPass tickets can show up on the dashboard. These are:

• User in IPass data is not in IDesk's user list
• IPass Result Code was anything other than Success
• Any other processing failure

Such tickets may need further action and hence are not auto closed.

Other Utilities

Depending on what permissions have been granted to your role, there are two other utilities provided within the desk.

The first is a Link on the top navigation bar which, when clicked, launches the IPass admin entry point in a new tab.

The second is a link which launches the Help Desk IPass entry point in a popup and is useful in case you need to provide support. Contact your Desk administrator for further information.