Password Resets

Hello Experts,

Does anyone know of a third-party add-on for IBM Tivoli Identity Manager (5.1) that will provide self-service password changes for users that never set their password challenge questions or forgot them?

Our helpdesk personnel can't identify the identify the caller over the phone and we would also like to reduce the number of telephone calls due to forgotten passwords.  We can't email the user the new password because they need to be on the network to open email (AD and ITIM passwords are synced).

The out-of-the box self-service only works if the user set their challenge questions.

I appreciate any suggestions you have to offer.

Thank you.
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Why do you want a 3rd party add on tool?    Why not use the built in support?


You need to enable the self-service interfaces and you need to enable the password reset function.
Steph_MAuthor Commented:
We do use the self-service feature but we have high population of users who forget their answers to their challenge questions or don't set them so they are forced to call support to have a temp password sent to them. We also looked at DPRA but that still requires the users to know their challenge questions.
Ah, so you want something where the user only needs to know their user-id.

If there is a 3rd party tool for that, the tool would need to connect/integrate in a way that it had authority to reset passwords, which to me would be dangerous.

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Steph_MAuthor Commented:
Yes, I think we are going to end up keeping the integration out of it. We'll loose the self-service piece that I wanted but it will be more secure.

Right now we'll probably go with building a stand-alone tool for the help desk. They will type in the caller's userid and 6 questions will be presented to them based on info from the AD and HR accounts. If the user answers the questions correctly then the helpdesk will reset the password.  All manual and not as fun, but it meets the requirement.

But I'm open to other suggestions....
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