[27644] in resnet
Re: Handling of passwords for personal equipment brought in for service
daemon@ATHENA.MIT.EDU (Hosch, Wayne)
Tue May 8 13:52:26 2012
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Date: Tue, 8 May 2012 13:51:53 -0400
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: "Hosch, Wayne" <hoschw@wssu.edu>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <4FA958F0.3070903@ucsc.edu>
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We don't service personal PC's where users have to leave them. If they
do come with their personal devices, they are required to stay with them
while installing software from our portal or while we troubleshoot with
them to determine their issue. The PC's/Laptops that we issue through
IT have and administrator account that we use to manage installations
etc. Those they can leave.
=20
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Carla
Rounds
Sent: Tuesday, May 08, 2012 1:34 PM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Re: Handling of passwords for personal equipment brought in for
service
=20
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:=20
Good afternoon all,=20
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.=20
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.=20
When the computer is repaired and returned, we advise the student to
please reset their password to something that only they would know.=20
Our IT Security group does not agree with this method, as they would
like for the customer to never give anyone their password.=20
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.=20
Therefore I would like to know how you guys handle it at your schools.=20
* Do you guys require that they provide you with their password
for repair?=20
* Do you guys require that the customer return and enter User name
and Password each time?=20
* Do you guys require that the customer change their password when
leaving their computer?
Any feedback would be appreciated.=20
Thanks.=20
=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
=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
___________________________________________________ You are subscribed
to the ResNet-L mailing list.=20
To subscribe, unsubscribe or search the archives, go to
http://LISTSERV.ND.EDU/archives/resnet-l.html
___________________________________________________=20
--=20
Carla Rounds
=20
University of California, Santa Cruz
Santa Cruz, California 95064
=20
cjrounds@ucsc.edu
(831) 459-5757
___________________________________________________ You are subscribed
to the ResNet-L mailing list.=20
To subscribe, unsubscribe or search the archives, go to
http://LISTSERV.ND.EDU/archives/resnet-l.html
___________________________________________________=20
___________________________________________________
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To subscribe, unsubscribe or search the archives,
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lang=3DEN-US link=3Dblue vlink=3Dpurple><div class=3DWordSection1><p =
class=3DMsoNormal><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497=
D'>We don’t service personal PC’s where users have to leave =
them. If they do come with their personal devices, they are required to =
stay with them while installing software from our portal or while we =
troubleshoot with them to determine their issue. The =
PC’s/Laptops that we issue through IT have and administrator =
account that we use to manage installations etc. Those they can =
leave.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497=
D'><o:p> </o:p></span></p><div><div =
style=3D'border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in =
0in 0in'><p class=3DMsoNormal><b><span =
style=3D'font-size:10.0pt;font-family:"Tahoma","sans-serif";color:windowt=
ext'>From:</span></b><span =
style=3D'font-size:10.0pt;font-family:"Tahoma","sans-serif";color:windowt=
ext'> Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] <b>On Behalf Of =
</b>Carla Rounds<br><b>Sent:</b> Tuesday, May 08, 2012 1:34 =
PM<br><b>To:</b> RESNET-L@LISTSERV.ND.EDU<br><b>Subject:</b> Re: =
Handling of passwords for personal equipment brought in for =
service<o:p></o:p></span></p></div></div><p =
class=3DMsoNormal><o:p> </o:p></p><p class=3DMsoNormal>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: <o:p></o:p></p><p class=3DMsoNormal><span =
style=3D'font-size:10.0pt;font-family:"Arial","sans-serif"'>Good =
afternoon all,</span> <br><br><span =
style=3D'font-size:10.0pt;font-family:"Arial","sans-serif"'>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. </span><br><br><span =
style=3D'font-size:10.0pt;font-family:"Arial","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.</span> <br><br><span =
style=3D'font-size:10.0pt;font-family:"Arial","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.</span> =
<br><br><span =
style=3D'font-size:10.0pt;font-family:"Arial","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.</span> <br><br><span =
style=3D'font-size:10.0pt;font-family:"Arial","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.</span> <br><br><span =
style=3D'font-size:10.0pt;font-family:"Arial","sans-serif"'>Therefore I =
would like to know how you guys handle it at your schools.</span> =
<o:p></o:p></p><ul type=3Ddisc><li class=3DMsoNormal =
style=3D'mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l0 =
level1 lfo1'><span =
style=3D'font-size:10.0pt;font-family:"Arial","sans-serif"'>Do you guys =
require that they provide you with their password for repair?</span> =
<o:p></o:p></li><li class=3DMsoNormal =
style=3D'mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l0 =
level1 lfo1'><span =
style=3D'font-size:10.0pt;font-family:"Arial","sans-serif"'>Do you guys =
require that the customer return and enter User name and Password each =
time?</span> <o:p></o:p></li><li class=3DMsoNormal =
style=3D'mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l0 =
level1 lfo1'><span =
style=3D'font-size:10.0pt;font-family:"Arial","sans-serif"'>Do you guys =
require that the customer change their password when leaving their =
computer?</span><o:p></o:p></li></ul><p class=3DMsoNormal><br><span =
style=3D'font-size:10.0pt;font-family:"Arial","sans-serif"'>Any feedback =
would be appreciated.</span> <br><br><span =
style=3D'font-size:10.0pt;font-family:"Arial","sans-serif"'>Thanks.</span=
> <br><br><span =
style=3D'font-size:10.0pt;font-family:"Arial","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><a =
href=3D"mailto:nau@fordham.edu">nau@fordham.edu</a><br></span><a =
href=3D"www.fordham.edu/HelpIT"><span =
style=3D'font-size:10.0pt;font-family:"Arial","sans-serif"'>www.fordham.e=
du/HelpIT</span></a><span =
style=3D'font-size:10.0pt;font-family:"Arial","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=
</span> ___________________________________________________ You are =
subscribed to the ResNet-L mailing list. <o:p></o:p></p><p>To subscribe, =
unsubscribe or search the archives, go to <a =
href=3D"http://LISTSERV.ND.EDU/archives/resnet-l.html">http://LISTSERV.ND=
.EDU/archives/resnet-l.html</a> =
___________________________________________________ <o:p></o:p></p><p =
class=3DMsoNormal><br><br><br><o:p></o:p></p><pre>-- =
<o:p></o:p></pre><pre>Carla =
Rounds<o:p></o:p></pre><pre><o:p> </o:p></pre><pre>University of =
California, Santa Cruz<o:p></o:p></pre><pre>Santa Cruz, California =
95064<o:p></o:p></pre><pre><o:p> </o:p></pre><pre><a =
href=3D"mailto:cjrounds@ucsc.edu">cjrounds@ucsc.edu</a><o:p></o:p></pre><=
pre>(831) 459-5757<o:p></o:p></pre><p class=3DMsoNormal><span =
style=3D'color:windowtext'>______________________________________________=
_____ You are subscribed to the ResNet-L mailing list. =
<o:p></o:p></span></p><p><span style=3D'color:windowtext'>To subscribe, =
unsubscribe or search the archives, go to <a =
href=3D"http://LISTSERV.ND.EDU/archives/resnet-l.html">http://LISTSERV.ND=
.EDU/archives/resnet-l.html</a> =
___________________________________________________ =
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