[27598] in resnet
Re: Handling of passwords for personal equipment brought in for service
daemon@ATHENA.MIT.EDU (Eric Lemmons)
Mon Apr 30 14:28:38 2012
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Date: Mon, 30 Apr 2012 13:24:13 -0500
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From: Eric Lemmons <eric.lemmons@acu.edu>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <CAJYsP4Zo6uLTS1zfntD=95dW77mpPvLmwdvnso7ves5k+8AXsA@mail.gmail.com>
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We, too, require the passwords when doing work on the machine, as it is a
local password and not necessarily the same as their school account
password. We do, however, provide (and recommend) the option at check-in to
change the password temporarily while it is in for repair. Most don't opt
to take that option, but it's there.
On Mon, Apr 30, 2012 at 11:19 AM, Bud Hiller <dhiller@bucknell.edu> wrote:
> Hi Cesar,
>
> Since you say personal equipment, I'm assuming that you are talking about
> a local password for this computer, not their domain/netowrk/Fordham
> password that would also access all of their personal email, etc.
>
> When students drop off their computers for repair or service here at
> Bucknell, we always ask for their passwords as part of the check-in
> process. Like you, we agree that it would be impossible to install or
> troubleshoot anything without it.
>
> It's a completely different story if it's a university password.
>
> Bud
> Bucknell
>
> On Mon, Apr 30, 2012 at 12:01 PM, Cesar A Nau <nau@fordham.edu> wrote:
>
>> 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
>> service.
>>
>> 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 extended period of time ... we ask
>> the customer for their password in order to access / install / un-install
>> apps on 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
>> for the customer to never give anyone their password.
>>
>> I completely understand from a security 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 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
>> repair?
>> - 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
>> leaving their computer?
>>
>>
>> Any feedback would be appreciated.
>>
>> Thanks.
>>
>> ============================
>> Cesar A. Nau
>> Assistant Director
>> IT Customer Care
>> Fordham University
>> (718) 817-4598
>> nau@fordham.edu
>> www.fordham.edu/HelpIT
>> ============================___________________________________________________ You are subscribed to
>> the ResNet-L mailing list.
>>
>> To subscribe, unsubscribe or search the archives, go to
>> http://LISTSERV.ND.EDU/archives/resnet-l.html___________________________________________________
>>
>
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--
Eric Lemmons
Hardware Repair Coordinator
Team55 Repair Coordinator
ACU Technology Support Services
eric.lemmons@acu.edu
325.674.2881
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We, too, require the passwords when doing work on the machine, as it is a l=
ocal password and not necessarily the same as their school account password=
. We do, however, provide (and recommend) the option at check-in to change =
the password temporarily while it is in for repair. Most don't opt to t=
ake that option, but it's there.<div>
<br><div class=3D"gmail_quote">On Mon, Apr 30, 2012 at 11:19 AM, Bud Hiller=
<span dir=3D"ltr"><<a href=3D"mailto:dhiller@bucknell.edu" target=3D"_b=
lank">dhiller@bucknell.edu</a>></span> wrote:<br><blockquote class=3D"gm=
ail_quote" style=3D"margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-le=
ft:1ex">
<font color=3D"#000000"><font>Hi Cesar,</font></font><div><font color=3D"#0=
00000"><font><br></font></font></div><div><font color=3D"#000000"><font>Sin=
ce you say personal equipment, I'm assuming that you are talking about =
a local password for this computer, not their domain/netowrk/Fordham passwo=
rd that would also access all of their personal email, etc.=A0</font></font=
></div>
<div><font color=3D"#000000"><font><br></font></font></div><div><font color=
=3D"#000000"><font>When students drop off their computers for repair or ser=
vice here at Bucknell, we always ask for their passwords as part of the che=
ck-in process. Like you, we agree that =A0it would be impossible to install=
or troubleshoot anything without it.</font></font></div>
<div><font color=3D"#000000"><font><br></font></font></div><div><font color=
=3D"#000000"><font>It's a completely different story if it's a univ=
ersity password.=A0</font></font></div><div><font color=3D"#000000"><font><=
br>
</font></font></div>
<div><font color=3D"#000000"><font>Bud</font></font></div><div><font color=
=3D"#000000"><font>Bucknell<br></font></font><div><div class=3D"h5"><br><di=
v class=3D"gmail_quote">On Mon, Apr 30, 2012 at 12:01 PM, Cesar A Nau <span=
dir=3D"ltr"><<a href=3D"mailto:nau@fordham.edu" target=3D"_blank">nau@f=
ordham.edu</a>></span> wrote:<br>
<blockquote class=3D"gmail_quote" style=3D"margin:0 0 0 .8ex;border-left:1p=
x #ccc solid;padding-left:1ex"><font face=3D"sans-serif">Good afternoon all=
,</font>
<br>
<br><font face=3D"sans-serif">I wanted to get some opinions as to
how your respective service centers go about handling passwords for persona=
l
equipment that are brought in for service. </font>
<br>
<br><font 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
extended 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 face=3D"sans-serif">When the computer is repaired and returned,
we advise the student to please reset their password to something that
only they would know.</font>
<br>
<br><font face=3D"sans-serif">Our IT Security group does not agree
with this method, as they would like for the customer to never give anyone
their password.</font>
<br>
<br><font face=3D"sans-serif">I completely understand from a security
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
order to enter their password each time, and overall customer satisfaction
... I just don't think its possible.</font>
<br>
<br><font face=3D"sans-serif">Therefore I would like to know how you
guys handle it at your schools.</font>
<br>
<ul>
<li><font face=3D"sans-serif">Do you guys require that they provide
you with their password for repair?</font>
</li><li><font face=3D"sans-serif">Do you guys require that the customer
return and enter User name and Password each time?</font>
</li><li><font face=3D"sans-serif">Do you guys require that the customer
change their password when leaving their computer?</font></li></ul>
<br><font face=3D"sans-serif">Any feedback would be appreciated.</font>
<br>
<br><font face=3D"sans-serif">Thanks.</font>
<br>
<br><font 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>
<a href=3D"tel:%28718%29%20817-4598" value=3D"+17188174598" target=3D"_blan=
k">(718) 817-4598</a><br>
<a href=3D"mailto:nau@fordham.edu" target=3D"_blank">nau@fordham.edu</a><br=
>
</font><a href=3D"http://www.fordham.edu/HelpIT" target=3D"_blank"><font fa=
ce=3D"sans-serif">www.fordham.edu/HelpIT</font></a><font 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>
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</p></blockquote></div><br></div></div></div><div class=3D"HOEnZb"><div cla=
ss=3D"h5">
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</p></div></div></blockquote></div><br><br clear=3D"all"><div><br></div>-- =
<br>Eric Lemmons<br>Hardware Repair Coordinator<br>Team55 Repair Coordinato=
r<br>ACU Technology Support Services<br><a href=3D"mailto:eric.lemmons@acu.=
edu" target=3D"_blank">eric.lemmons@acu.edu</a><br>
325.674.2881<br>
</div>
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