Hornibill Profiles - Box that only specific people can see?

[yelyah.nodrog]

Afternoon,

We are looking to change our password reset processes at the moment, as we don't have a way of identifying people over the phone. So we have to get  them to come to us with their staff badge as a form of identification.
We would like to use hornbill to save identification questions in peoples profiles so that only the Service desk can see them as a security measure. Then we can ask for characters from their security question to identify them over the phone.

If their a field in hornbill anywhere where this can be done?

Thanks

Hayley.

[Steven Boardman]

Hi @yelyah.nodrog

Hornbill doesn't have security identification questions as a specific  feature, but there are a few things you could try which may work you.  I'll can suggest a couple of things to see if this would give you what you need.

As an administrator who has the rights to use the Form Designer on the User's Profile view, you can use the Design option, and add a new field or fields to any of the profile sections (renaming the label and type of field as needed. The key thing you need to do, is untick the box which says Show this field in the form

You can then go ahead and save the changes by pressing Apply, and then Apply Changes to save both the fields and the form.   If you wanted to you could also untick the The field cannot be edited option as well, but if the field is not shown this should not be important. 

Before you hit the Apply Changes button the field will be greyed out and this indicates it will not be visible once the changes are applied. 

Once the changes are applied, when you view the user's profile you will not see the field, even if you go into edit that particular section of their profile.  

Now that you have a field or fields for this information, you would need to go about importing / updating the information for your user's which you wish to hold in these fields. 

Now you could do this manually through the admin tool and the user's profiles, or if you have this information on your directory services you might want to include it in your nightly update to populate the fields.

This information will be visible to administrators who have access to the admin console, and have rights to view the users via the admin console as follows, but i am assuming you are going to be ok with those level of users having this visibility (Home > System > Organisational Data > Users > About Tab on the user profile)

 

Now moving on to making this information available to your service desk staff during the request logging process for security / verification purposes. Now as i have earlier, Hornbill does not have a security / verification feature specifically but what you can do is choose to display the custom fields from the users profile on the Customer Details Progressive Capture form, so that when a customer call's in the service desk staff can see the security information about the user displayed, and they can ask for character x or y  which they can visually confirm based on the customers response. 

To add these fields to the above form, you need to go into the different Progressive Capture flows you use, and the Customer Details form, and if you click on this form, you will see the options to add Additional Display fields here you want to add in the attribute fields which hold the security information.   Remember to save and activate your changes.

When your service desk staff now log a request using the progressive capture form, this is what they will see, including the Security Information field which i added to the users profile on the right hand side information about the user. 

Obviously do be aware that whilst we can hide the field from the user's profile, we are then holding this information in the database against the user's profiles, so user's who have rights to the advanced reporting options / admin functions in the admin console would potentially have access to this info (This information is not accessible through the views, charts and personal dashboards in the service desk / list views).

I hope this helps and give you at least an option to consider?

Steve