Luminis User Support
We have had several request from our support desk to have the ability to proxy in as student users to assist in diagnosing problems, error pages, channels missing, navigation trouble...etc. To this point we have not allowed them to login as a student under their credentials, nor have we created the ability to proxy in using some sort of super user account, something that would be custom written.
I am curious how other schools handle student support in both Luminis and SSB, do you allow support staff to login as users, for instance reseting a password then using the students account, do you have a proxy account, if you do any of the above, do you have any policy surrounding this. How is it logged ? Is the student notified in writing that there account was logged into ? Any information would be very helpful, thank you.
Remote support
We don't allow our help desk staff to impersonate users. Instead, they use remote desktop support sessions to see exactly what the user is seeing.
The product we use is: http://www.bomgar.com/
Todd
support
We have two help desks, 1 for faculty and staff, and 1 for students. If the student help desk is unable to fix the issue, it is passed to the faculty/staff help desk.
The faculty/staff help desk can change passwords, the student desk cannot. If the student with the problem agrees, the help desk normally resets their password, logs in as them, looks around, takes some screen shots, and then resets the password again so that the student can reset it to whatever they want.
If the student is on campus, sometimes they are asked to come into the help desk area and log in on a public computer for the support staff to see.