About the ActivID AAA Server Web Help Desk

The Web Help Desk is an add-on component to ActivID AAA Server that makes the AAA Server Administration Console Help Desk functions available through a Web interface to multiple help desk operators.

Network Architecture

The following image illustrates the interaction of the Web Help Desk and the ActivID SKI Connector with the AAA Server in a default installation.

By default, the connection with the SKI Connector is secured using SSL certificates generated by the AAA Server setup. You configure the required certificates during the Web Help Desk setup.

 

Ports Required for Communication

Four ports are required to enable the communication between the elements:

Port	Settings
LDAP connection	389 (default) 636 (default with SSL connection), or 3268 (Active Directory Global Catalog)
Database connection (default)	1433 (SQL Server) or 1521 (Oracle)
AAA Server connection (proprietary) with the SKI Connector	2034
HTTPS/SOAP connection between the Web Help Desk and the SKI Connector	8200

Functionality Overview

The following is a list of tasks help desk operators can perform:

• Assign a New Device to a User
• Assign an Additional Device to a User
• View Device Data
• View Authentication Logs for a Specific User
• Lock a Device Manually
• Unlock and Reset Number of Tries
• Synchronize a Hardware Token
• Synchronize a Soft Token
• Unlock a PIN Code
• Set a Mini Token PIN Code
• Enable a Temporary Password (In case of a forgotten password or lost device)
• Activate SMS Backup
• Remove an Existing Temporary Password
• Remove SMS Backup

Additional features:

• You can prevent Help Desk operators from assigning temporary passwords to users by specifying limitations in the Help Desk options screen.
• You can consolidate authentication logs and view them using certain criteria.

Web Help Desk Users

The three types of users who can use the AAA Server Administration Console help desk functionality are:

• Administrator
• Device Manager
• Help Desk

The following table lists the level of access to the administration console for each user:

For	This documentation...
Administrator	Describes how to install and configure the Web Help Desk. For information on how to create Help Desk operators and how to set their privileges, see Managing the ActivID AAA Server.
Device Manager	Describes how to use the Web Help Desk to manage devices. See Using the Web Help Desk.
Help Desk	Describes how to use the Web Help Desk interface to perform Help Desk operations. See Using the Web Help Desk.