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History in Helpdesk

GroupID tracks the following actions performed by end-users and helpdesk users in an identity store and displays them as history to helpdesk users:

  • Unenroll account
  • Sending of secure link for password reset by helpdesk
  • Change Password
  • Reset Password
  • Unlock Account
  • Link Account
  • Unlink Account
  • Enroll account
  • Authenticate with password, authentication types, or any other medium

History can be used for audit and analysis, such as how many users changed their passwords in the last x days, reset their passwords using secure link, and more. It can also be used to verify the identity of a user through the last action he or she performed.

What do you want to do?

View History in Helpdesk​

  1. In Admin Center, click Helpdesk in the left pane.

  2. On the Helpdesk page, click the History tab.
    This tab displays the tracked history actions for all identity stores in GroupID. Use the pagination options at the bottom of the listing to navigate through records.

    To search for specific records, see the Search History topic.

Switch History Layouts​

You can view history in two layouts:

  • Basic view: displays history in a friendly, descriptive manner.
  • Administrative view: displays history in tabular form.

In both layouts, click Details for an item to view more details.

You can also export history to MS Excel, CSV, and XML formats.

To Switch Layouts:

  • In the Basic view, click the Switch to Administrative View button to view history in Administrative layout.
  • In the Administrative view, the button changes to Switch to Basic View. Click it to view history in Basic layout.

View History in Basic Layout​

By default, the History tab of the Helpdesk page displays history in the Basic view, that lists the tracked actions in meaningful sentences.

Click Details for a history item to launch the History Details dialog box that displays the following:

  • Display name: the user on whom the action was performed.
  • Identity store: the identity store the action was performed in.
  • Action: the action performed.
  • Authentication type: the authentication type(s) used by the user to authenticate in order to perform the action. For some actions performed by helpdesk, such as sending a secure link for password reset, no authentication type is displayed. For other actions such as unenroll, the authentication type for which the end user is unenrolled will be displayed.
  • Status: whether the action was performed successfully or not.
  • Date/Time: the date and time the action was performed.
  • Performed by: the user who performed the action.
  • Client name: the name of the GroupID client the action was performed from.
  • Helpdesk action: whether the action was performed through helpdesk or not.
  • Machine name: the name of the machine the action was performed from.
  • IP: the IP address of the machine the action was performed from.
  • Browser: the name of the browser used to perform the action.
  • Device type: the device type used to perform the action, such as PC/laptop or mobile.

Click Close to close the dialog box.

View History in Administrative Layout​

The Administrative layout displays history in a table. On the History tab of the Helpdesk page, click Switch to Administrative View.

The following information is displayed for a record:

  • Name: The name of the user the action was performed on
  • Client Name: the name of the GroupID client the action was performed from.
  • Identity Store: The identity store the action was performed in
  • Action: The action performed
  • Date: The date and time the action was performed on

Click Details for a history item to view its details on the History Details dialog box. See the View History in Helpdesk topic for a discussion of the dialog box.

Use the pagination options at the bottom of the listing to navigate through records.

Sort the Listing

History records on the History tab of the Helpdesk page are sorted in chronological order, with the latest action at the top.

You can sort the listing in the Administrative view by any column name in the header row. Click a column name to sort the listing by that attribute. An arrow appears next to the column name.

  • The upward arrow head indicates that the list is sorted in ascending order.
  • The downward arrow head indicates that the list is sorted in descending order.

Click the arrow to change the order from ascending to descending and vice versa.

Search History​

You can search for history records in all the identity stores or specific identity stores. Simply enter the name of a user to view all actions performed for it, be it by that same user or another user, such as helpdesk. You can also create a filter based on multiple attributes to search for specific records.

To perform a search:

  1. In Admin Center, click Helpdesk in the left pane.

  2. On the Helpdesk page, click the History tab.

  3. On the History tab, the following search options are available:

    • Identity Store list - To get the history records for one or specific identity stores, click in the Identity Store box and select the check boxes for the identity stores you want to view the history for.

    • Search box to search for records specific to a user - In the Search box, enter a user’s full name or part of a name and press Enter. GroupID displays all history actions that are performed by or performed on the user.

    • Search filter - Click Filter. On the Filter(s) dialog box, you can search the history data using the available filters individually or in combination.

      • Date Logged: Specify a time period to view history data for. Click in the box and use the calendar for selecting a date range.
      • Performed By: Specify whether you want to view the actions performed by end users, helpdesk users, or both.
      • Device Type: Specify a device type (PC/laptop, mobile, or both) to view actions that have been performed using that device type.
      • Status: Specify whether you want to view successful actions, failed actions, or both successful and failed actions
      • Action Type: Select an action to view the history records for it. On selecting Enrollment or Authenticate, another drop-down list is displayed that lists the authentication types. Select an option to view the enrollment or authentication actions performed using that specific type.

    Click Apply. History records matching the given criteria are displayed.

Export History to a File​

  1. In Admin Center, click Helpdesk in the left pane.
  2. On the Helpdesk page, click the History tab.
  3. On the History tab, you can export all history records in all identity stores to a file or filter the listing to export specific records only. To narrow down records, see the Search History topic.
  4. Click Export History and select a file format in the list to export history data to.
    The file is saved to the download location specified in your browser settings.

See Also

Helpdesk

The Admin Center Helpdesk section enables administrators and helpdesk users to perform helpdesk-specific tasks, such as:

  • Unlock user accounts and reset passwords on behalf of users in an identity store.
  • Notify users to enroll their accounts.
  • Unenroll user accounts from identity stores.
  • View users' activities, such as enrollment, authentication, account unlock, and password-related functions. Toast notifications and history tracking are also enabled for these actions.

Helpdesk Permissions​

A security role must have the following permissions in an identity store to perform helpdesk-specific functions:

  • Reset Any Password
  • Unlock Any Account
  • Unenroll

See Password Management in the Security Role – Permissions topic.

Helpdesk Policy​

The administrator can define a Helpdesk policy for a user role in an identity store. This policy mainly defines whether helpdesk role members should operate under the restricted or unrestricted mode to perform the account unlock and reset password functions.

NOTE: In unrestricted mode, helpdesk can unlock accounts and reset passwords of both enrolled and unenrolled users. In restricted mode, helpdesk can perform these functions for enrolled users only.

See the Helpdesk Policy topic.

Helpdesk Analytics​

The dashboard in Admin Center offers insightful information to the administrator and helpdesk on users' activities (such as enrollment, account unlock, and password reset) in an identity store.

The dashboard displays the following helpdesk-specific cards:

  • Enrollment Summary: displays the number of enrolled users in an identity store.
  • Auth Summary: displays information about failed and successful authentication attempts for each authentication type.
  • Activity Summary: displays a summary of users' activities related to password change, password reset, account unlock, and enrollment.

Desktop Notifications​

You can enable desktop notification for GroupID in browser settings. In this way, a user signed into Admin Center on the respective machine will receive desktop notifications when an end-user performs any of the following actions in the GroupID portal:

  • Resets account password
  • Changes account Password
  • Unlocks Account
  • Links Account
  • Unlinks Account
  • Enrolls account
  • Authenticates with password, authentication types, or any other medium

These actions are also logged in helpdesk history.

See Also