[27592] in resnet
Re: Handling of passwords for personal equipment brought in for service
daemon@ATHENA.MIT.EDU (Seluga, Loriann)
Mon Apr 30 12:10:42 2012
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Message-ID: <C2D0337AE4FED140B6F06C0D13FD2F4A079089E5@X10-MBX11.yu.yale.edu>
Date: Mon, 30 Apr 2012 16:08:05 +0000
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: "Seluga, Loriann" <loriann.higashi@YALE.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <OFBC448928.64DDED9E-ON852579ED.00712AF9-852579F0.005807B6@fordham.edu>
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Hi Cesar,
When they drop their computer off for repair, we have them reset their pass=
word to something generic (like "Yale") which we then use while we do their=
repair. When their computer is returned to them, then we have them reset =
their password to something for themselves.
This works well, as it both allows us to do the work that we need to do eff=
iciently while being consistent with our ITS statement of never requesting =
passwords.
-Lori
---------------------------------------------------------
Loriann (Higashi) Seluga
Manager, Student Technology Collaborative
Yale University
loriann.higashi@yale.edu
203.432.9549
NOTE: Yale ITS will NEVER request passwords or other personal information v=
ia email. Messages requesting such information are fraudulent and should be=
deleted.
________________________________
From: Resnet Forum [RESNET-L@LISTSERV.ND.EDU] on behalf of Cesar A Nau [nau=
@fordham.edu]
Sent: Monday, April 30, 2012 12:01 PM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Handling of passwords for personal equipment brought in for servic=
e
Good afternoon all,
I wanted to get some opinions as to how your respective service centers go =
about handling passwords for personal equipment that are brought in for ser=
vice.
The typical scenario here is that when a customer has a problem with their =
computer, they bring it to one of our IT Customer Care Centers and if the c=
omputer is required to stay for an extended period of time ... we ask the c=
ustomer for their password in order to access / install / un-install apps o=
n their computer as necessary.
When the computer is repaired and returned, we advise the student to please=
reset their password to something that only they would know.
Our IT Security group does not agree with this method, as they would like f=
or the customer to never give anyone their password.
I completely understand from a security standpoint ... but for repair purpo=
ses, and taking into consideration the time it will take to repair, having =
to ask the customer to come back in order to enter their password each time=
, and overall customer satisfaction ... I just don't think its possible.
Therefore I would like to know how you guys handle it at your schools.
* Do you guys require that they provide you with their password for rep=
air?
* Do you guys require that the customer return and enter User name and =
Password each time?
* Do you guys require that the customer change their password when leav=
ing their computer?
Any feedback would be appreciated.
Thanks.
=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=
=3D=3D=3D
Cesar A. Nau
Assistant Director
IT Customer Care
Fordham University
(718) 817-4598
nau@fordham.edu
www.fordham.edu/HelpIT<UrlBlockedError.aspx>
=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=
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<div style=3D"direction: ltr;font-family: Tahoma;color: #000000;font-size: =
10pt;">Hi Cesar,
<div>When they drop their computer off for repair, we have them reset their=
password to something generic (like "Yale") which we then use wh=
ile we do their repair. When their computer is returned to them, then=
we have them reset their password to something
for themselves.</div>
<div>This works well, as it both allows us to do the work that we need to d=
o efficiently while being consistent with our ITS statement of never reques=
ting passwords.</div>
<div>-Lori</div>
<div><br>
<div><br>
<div class=3D"BodyFragment"><font size=3D"2">
<div class=3D"PlainText">--------------------------------------------------=
-------<br>
Loriann (Higashi) Seluga<br>
Manager, Student Technology Collaborative<br>
Yale University<br>
loriann.higashi@yale.edu<br>
203.432.9549<br>
<br>
NOTE: Yale ITS will NEVER request passwords or other personal information v=
ia email. Messages requesting such information are fraudulent and should be=
deleted.
<br>
</div>
</font></div>
</div>
<div style=3D"font-family: Times New Roman; color: #000000; font-size: 16px=
">
<hr tabindex=3D"-1">
<div id=3D"divRpF931012" style=3D"direction: ltr; "><font face=3D"Tahoma" s=
ize=3D"2" color=3D"#000000"><b>From:</b> Resnet Forum [RESNET-L@LISTSERV.ND=
.EDU] on behalf of Cesar A Nau [nau@fordham.edu]<br>
<b>Sent:</b> Monday, April 30, 2012 12:01 PM<br>
<b>To:</b> RESNET-L@LISTSERV.ND.EDU<br>
<b>Subject:</b> Handling of passwords for personal equipment brought in for=
service<br>
</font><br>
</div>
<div></div>
<div><font size=3D"2" face=3D"sans-serif">Good afternoon all,</font> <br>
<br>
<font size=3D"2" face=3D"sans-serif">I wanted to get some opinions as to ho=
w your respective service centers go about handling passwords for personal =
equipment that are brought in for service.
</font><br>
<br>
<font size=3D"2" face=3D"sans-serif">The typical scenario here is that when=
a customer has a problem with their computer, they bring it to one of our =
IT Customer Care Centers and if the computer is required to stay for an ext=
ended period of time ... we ask the
customer for their password in order to access / install / un-install apps=
on their computer as necessary.</font>
<br>
<br>
<font size=3D"2" face=3D"sans-serif">When the computer is repaired and retu=
rned, we advise the student to please reset their password to something tha=
t only they would know.</font>
<br>
<br>
<font size=3D"2" face=3D"sans-serif">Our IT Security group does not agree w=
ith this method, as they would like for the customer to never give anyone t=
heir password.</font>
<br>
<br>
<font size=3D"2" face=3D"sans-serif">I completely understand from a securit=
y standpoint ... but for repair purposes, and taking into consideration the=
time it will take to repair, having to ask the customer to come back in or=
der to enter their password each time,
and overall customer satisfaction ... I just don't think its possible.</fo=
nt> <br>
<br>
<font size=3D"2" face=3D"sans-serif">Therefore I would like to know how you=
guys handle it at your schools.</font>
<br>
<ul>
<li><font size=3D"2" face=3D"sans-serif">Do you guys require that they prov=
ide you with their password for repair?</font>
</li><li><font size=3D"2" face=3D"sans-serif">Do you guys require that the =
customer return and enter User name and Password each time?</font>
</li><li><font size=3D"2" face=3D"sans-serif">Do you guys require that the =
customer change their password when leaving their computer?</font></li></ul=
>
<br>
<font size=3D"2" face=3D"sans-serif">Any feedback would be appreciated.</fo=
nt> <br>
<br>
<font size=3D"2" face=3D"sans-serif">Thanks.</font> <br>
<br>
<font size=3D"2" face=3D"sans-serif">=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=
=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D<br>
Cesar A. Nau<br>
Assistant Director<br>
IT Customer Care<br>
Fordham University<br>
(718) 817-4598<br>
nau@fordham.edu<br>
</font><a href=3D"UrlBlockedError.aspx" target=3D"_blank"><font size=3D"2" =
face=3D"sans-serif">www.fordham.edu/HelpIT</font></a><font size=3D"2" face=
=3D"sans-serif"><br>
=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=
=3D=3D=3D</font> ___________________________________________________ You ar=
e subscribed to the ResNet-L mailing list.
<p>To subscribe, unsubscribe or search the archives, go to http://LISTSERV.=
ND.EDU/archives/resnet-l.html _____________________________________________=
______
</p>
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