[27643] in resnet
Re: Handling of passwords for personal equipment brought in for service
daemon@ATHENA.MIT.EDU (Carla Rounds)
Tue May 8 13:33:56 2012
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Message-ID: <4FA958F0.3070903@ucsc.edu>
Date: Tue, 8 May 2012 10:33:36 -0700
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From: Carla Rounds <cjrounds@ucsc.edu>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <OFBC448928.64DDED9E-ON852579ED.00712AF9-852579F0.005807B6@fordham.edu>
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At UC Santa Cruz we have them remove their password when they drop off
their computer for repair. We assist them when they pick up their
machine to put a password back on.
On 4/30/2012 9:01 AM, Cesar A Nau 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
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>
--
Carla Rounds
University of California, Santa Cruz
Santa Cruz, California 95064
cjrounds@ucsc.edu
(831) 459-5757
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At UC Santa Cruz we have them remove their password when they drop
off their computer for repair. We assist them when they pick up
their machine to put a password back on.<br>
<br>
On 4/30/2012 9:01 AM, Cesar A Nau wrote:
<blockquote
cite="mid:OFBC448928.64DDED9E-ON852579ED.00712AF9-852579F0.005807B6@fordham.edu"
type="cite"><font face="sans-serif" size="2">Good afternoon all,</font>
<br>
<br>
<font face="sans-serif" size="2">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. </font>
<br>
<br>
<font face="sans-serif" size="2">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="sans-serif" size="2">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="sans-serif" size="2">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="sans-serif" size="2">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="sans-serif" size="2">Therefore I would like to know
how you
guys handle it at your schools.</font>
<br>
<ul>
<li><font face="sans-serif" size="2">Do you guys require that
they provide
you with their password for repair?</font>
</li>
<li><font face="sans-serif" size="2">Do you guys require that
the customer
return and enter User name and Password each time?</font>
</li>
<li><font face="sans-serif" size="2">Do you guys require that
the customer
change their password when leaving their computer?</font></li>
</ul>
<br>
<font face="sans-serif" size="2">Any feedback would be
appreciated.</font>
<br>
<br>
<font face="sans-serif" size="2">Thanks.</font>
<br>
<br>
<font face="sans-serif" size="2">============================<br>
Cesar A. Nau<br>
Assistant Director<br>
IT Customer Care<br>
Fordham University<br>
(718) 817-4598<br>
<a class="moz-txt-link-abbreviated" href="mailto:nau@fordham.edu">nau@fordham.edu</a><br>
</font><a moz-do-not-send="true" href="www.fordham.edu/HelpIT"><font
face="sans-serif" size="2">www.fordham.edu/HelpIT</font></a><font
face="sans-serif" size="2"><br>
============================</font>
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</p>
</blockquote>
<br>
<br>
<pre class="moz-signature" cols="72">--
Carla Rounds
University of California, Santa Cruz
Santa Cruz, California 95064
<a class="moz-txt-link-abbreviated" href="mailto:cjrounds@ucsc.edu">cjrounds@ucsc.edu</a>
(831) 459-5757</pre>
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