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donmonteith
Level 7

Allow Help Desk Personnel to view Self-Recovery Answers for users?

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I'm using Drive Encryption 7.1 with ePo 5.1.1. I thought I saw in the old version of EEPC that there was a way to allow Help Desk personnel to view at least part of a user's Self-Recovery answers to aid in verifying a user's identity when they call in. I can't seem to find it again. Was I mistaken? Or is there a way to do that?

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McAfee Employee

Re: Allow Help Desk Personnel to view Self-Recovery Answers for users?

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You cannot view the Self Recovery information but can view some additional user info. This can be done by importing previously defined information from Active Directory. This information can be viewed for the users by running the DE: Users query, selecting the user, click Actions |  "User Information".

The exact steps can be found on page 70 of the DE 7.1 Product Guide (PD24867).

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SafeBoot
Level 21

Re: Allow Help Desk Personnel to view Self-Recovery Answers for users?

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Mistaken I'm afraid. Letting you see the answers would be as bad as letting you see the users password.

its never been possible to see the self recovery answers.

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donmonteith
Level 7

Re: Allow Help Desk Personnel to view Self-Recovery Answers for users?

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See, and I swear I thought I remembered seeing a console window where most of the answer was blocked out except for the last couple characters of a a given answer. So nothing like that anywhere or anytime, then?

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McAfee Employee

Re: Allow Help Desk Personnel to view Self-Recovery Answers for users?

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You cannot view the Self Recovery information but can view some additional user info. This can be done by importing previously defined information from Active Directory. This information can be viewed for the users by running the DE: Users query, selecting the user, click Actions |  "User Information".

The exact steps can be found on page 70 of the DE 7.1 Product Guide (PD24867).

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donmonteith
Level 7

Re: Allow Help Desk Personnel to view Self-Recovery Answers for users?

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Well, alright then. Thanks for the answers, guys!

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chopstik
Level 7

Re: Allow Help Desk Personnel to view Self-Recovery Answers for users?

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It would be good if extra recovery type question can be setup and viewable in the console by the helpdesk as a way to validate users when called for machine recovery.

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