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    "result": {"data":{"site":{"siteMetadata":{"title":"OpenIAM Documentation v2026.8.1 | OpenIAM","docsLocation":""}},"mdx":{"fields":{"id":"b5d29bb1-a0b9-5ee7-8d08-85ba8df1cf8c","title":"HelpDesk profile protection","slug":"/admin/14-Help.Desk.User.Profile.Protection"},"body":"var _excluded = [\"components\"];\n\nfunction _extends() { _extends = Object.assign || function (target) { for (var i = 1; i < arguments.length; i++) { var source = arguments[i]; for (var key in source) { if (Object.prototype.hasOwnProperty.call(source, key)) { target[key] = source[key]; } } } return target; }; return _extends.apply(this, arguments); }\n\nfunction _objectWithoutProperties(source, excluded) { if (source == null) return {}; var target = _objectWithoutPropertiesLoose(source, excluded); var key, i; if (Object.getOwnPropertySymbols) { var sourceSymbolKeys = Object.getOwnPropertySymbols(source); for (i = 0; i < sourceSymbolKeys.length; i++) { key = sourceSymbolKeys[i]; if (excluded.indexOf(key) >= 0) continue; if (!Object.prototype.propertyIsEnumerable.call(source, key)) continue; target[key] = source[key]; } } return target; }\n\nfunction _objectWithoutPropertiesLoose(source, excluded) { if (source == null) return {}; var target = {}; var sourceKeys = Object.keys(source); var key, i; for (i = 0; i < sourceKeys.length; i++) { key = sourceKeys[i]; if (excluded.indexOf(key) >= 0) continue; target[key] = source[key]; } return target; }\n\n/* @jsxRuntime classic */\n\n/* @jsx mdx */\nvar _frontmatter = {\n  \"title\": \"HelpDesk profile protection\",\n  \"metaTitle\": \"HelpDesk profile protection\",\n  \"metaDescription\": \"This section describes how to enable profile protection during HelpDesk support sessions\"\n};\nvar layoutProps = {\n  _frontmatter: _frontmatter\n};\nvar MDXLayout = \"wrapper\";\nreturn function MDXContent(_ref) {\n  var components = _ref.components,\n      props = _objectWithoutProperties(_ref, _excluded);\n\n  return mdx(MDXLayout, _extends({}, layoutProps, props, {\n    components: components,\n    mdxType: \"MDXLayout\"\n  }), mdx(\"h2\", null, \"Overview\"), mdx(\"p\", null, \"OpenIAM provides controls to safeguard user profiles from fraudulent access during help desk support sessions.  When the end user calls for support, the help desk technician will pull up the user's profile which will prompt the technician to ask the user questions unique to their profile to verify their identity for the technician to gain access to the end user's profile. Upon successful verification, the user profile will be unlocked to the help desk technician who can then proceed to help the end user.\"), mdx(\"p\", null, \"Help desk profile protection is enabled when the \", mdx(\"strong\", {\n    parentName: \"p\"\n  }, \"Help desk protected role\"), \" is assigned to the role of appropriate help desk personnel (described below).  When it is not assigned, the help desk profile protection workflow is disabled. If the end user fails to answer questions correctly after \", mdx(\"inlineCode\", {\n    parentName: \"p\"\n  }, \"x\"), \" number of attempts, the profile will be blocked to the help desk. (The number of failed attempts allowed as well as the number of questions to be asked by HelpDesk technicians is configurable from the webconsole).  Unblocking of the profile will be executed by a batch script based on a Cron job.\"), mdx(\"h2\", null, \"Help desk questions\"), mdx(\"p\", null, \"The set of questions required for HelpDesk personnel to gain access to a user's profile are compiled from contact information and user fields.  By default, the workflow is set to use:\"), mdx(\"ul\", null, mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Email.\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Title.\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Middle initial.\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Employee ID.\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Birthday.\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"User secret - encrypted with user key.\")), mdx(\"p\", null, \"The system will generate questions from objects that do not contain null value.\"), mdx(\"h2\", null, \"Example\"), mdx(\"p\", null, \"In this example, the system is configured to require help desk personnel to ask end users three questions to gain access to their profile.  An end user named John Silver has the following profile information:\"), mdx(\"table\", null, mdx(\"thead\", {\n    parentName: \"table\"\n  }, mdx(\"tr\", {\n    parentName: \"thead\"\n  }, mdx(\"th\", {\n    parentName: \"tr\",\n    \"align\": \"left\"\n  }, \"First Name\"), mdx(\"th\", {\n    parentName: \"tr\",\n    \"align\": \"left\"\n  }, \"Last Name\"), mdx(\"th\", {\n    parentName: \"tr\",\n    \"align\": \"left\"\n  }, \"Title\"), mdx(\"th\", {\n    parentName: \"tr\",\n    \"align\": \"left\"\n  }, \"Employee ID\"), mdx(\"th\", {\n    parentName: \"tr\",\n    \"align\": \"left\"\n  }, \"Birthday\"), mdx(\"th\", {\n    parentName: \"tr\",\n    \"align\": \"left\"\n  }, \"Initials\"), mdx(\"th\", {\n    parentName: \"tr\",\n    \"align\": \"left\"\n  }, \"Email Address\"))), mdx(\"tbody\", {\n    parentName: \"table\"\n  }, mdx(\"tr\", {\n    parentName: \"tbody\"\n  }, mdx(\"td\", {\n    parentName: \"tr\",\n    \"align\": \"left\"\n  }, \"John\"), mdx(\"td\", {\n    parentName: \"tr\",\n    \"align\": \"left\"\n  }, \"Silver\"), mdx(\"td\", {\n    parentName: \"tr\",\n    \"align\": \"left\"\n  }, \"Developer\"), mdx(\"td\", {\n    parentName: \"tr\",\n    \"align\": \"left\"\n  }), mdx(\"td\", {\n    parentName: \"tr\",\n    \"align\": \"left\"\n  }, \"11/11/1986\"), mdx(\"td\", {\n    parentName: \"tr\",\n    \"align\": \"left\"\n  }, \"P\"), mdx(\"td\", {\n    parentName: \"tr\",\n    \"align\": \"left\"\n  }, mdx(\"a\", {\n    parentName: \"td\",\n    \"href\": \"mailto:john.silver@company.org\"\n  }, \"john.silver@company.org\"))))), mdx(\"ol\", null, mdx(\"li\", {\n    parentName: \"ol\"\n  }, mdx(\"p\", {\n    parentName: \"li\"\n  }, \"John Silver calls the help desk and provides the technician with his first name, last name and phone number.  \")), mdx(\"li\", {\n    parentName: \"ol\"\n  }, mdx(\"p\", {\n    parentName: \"li\"\n  }, \"The information provided by John Silver is sufficient for the technician to locate his profile through the search parameters.  \")), mdx(\"li\", {\n    parentName: \"ol\"\n  }, mdx(\"p\", {\n    parentName: \"li\"\n  }, \"To unlock his profile to the help desk technician, John Silver is asked for his job title, birthday and \", mdx(\"em\", {\n    parentName: \"p\"\n  }, \"user secret\"), \".  \")), mdx(\"li\", {\n    parentName: \"ol\"\n  }, mdx(\"p\", {\n    parentName: \"li\"\n  }, \"Upon successful verification, the profile is unblocked by the technician who can then proceed to provide support to John Silver.\"))), mdx(\"h2\", null, \"User secret\"), mdx(\"p\", null, \"End users will always be required to provide their \", mdx(\"em\", {\n    parentName: \"p\"\n  }, \"user secret\"), \" to help desk personnel to unlock their profile to the technician.  If the user secret was not set, then the help desk technician will be unable to unlock the end user's profile.\"), mdx(\"p\", null, \"The end user is prompted to set a user secret during the first time login if the property \", mdx(\"inlineCode\", {\n    parentName: \"p\"\n  }, \"org.openiam.am.helpdesk.role.ids\"), \" is set.  While OpenIAM does not allow the user to change their user secret, the user secret can be reset via the reset account functionality.\"), mdx(\"p\", null, \" \", mdx(\"span\", {\n    parentName: \"p\",\n    \"className\": \"gatsby-resp-image-wrapper\",\n    \"style\": {\n      \"position\": \"relative\",\n      \"display\": \"block\",\n      \"marginLeft\": \"auto\",\n      \"marginRight\": \"auto\",\n      \"maxWidth\": \"462px\"\n    }\n  }, \"\\n      \", mdx(\"a\", {\n    parentName: \"span\",\n    \"className\": \"gatsby-resp-image-link\",\n    \"href\": \"/docs-2026.8.1/static/86a51f726b528d9d428bf5980aa3c1c0/e389b/admin_14-helpdesk-secret_word.png\",\n    \"style\": {\n      \"display\": \"block\"\n    },\n    \"target\": \"_blank\",\n    \"rel\": \"noopener\"\n  }, \"\\n    \", mdx(\"span\", {\n    parentName: \"a\",\n    \"className\": \"gatsby-resp-image-background-image\",\n    \"style\": {\n      \"paddingBottom\": \"86.10038610038609%\",\n      \"position\": \"relative\",\n      \"bottom\": \"0\",\n      \"left\": \"0\",\n      \"backgroundImage\": \"url('data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAABQAAAARCAYAAADdRIy+AAAACXBIWXMAAAsTAAALEwEAmpwYAAACf0lEQVQ4y5VUXU8TQRTlRxgf/XjzF/gr/DHGGCIm+iAmgsqDRKPhBZKivplAVBpUBBFiLG3xA4xFu0WC7X7Mzn52d3bLHjO3u2VrSdBJTs7d2Zmz5947s0MG9yGhm16PNeYS56FlzNw+5PdJHsoEs0nTDsBdAWa1YTkhPUu2XAHuhLD9GLYXETvtDq3LxPoE5SR3AuwoTczNL6K+28SO8hvKnopafR9btQY2Kl/w+s07LC2vYfHVMubni1B2m/TRAYfSvteOsbRexfTtcTycKmBy5hlu3pvBnUdPMTU7h7sT93FleATXr93ApYuXMTJ8FbUfvygj3XQPBbM6Sfv7KsfKh00svC1hYaWC6raC6nYDNaWJ1bUSvm7voFT+jI+lT6hsbqGl2zByaQ/l889ix4/S2viwPUEpSTh+TLWkGnoxLC8aaGjqUApKhz4JGWYWHzaMQBtT9GJ/sMvUXauNOO4gimLiOO5yFOef+99JTpIEQRjRseoT5HaAKBJQVRWMGVA1Fdw0YRg6dF2HaTIwk1Es5zT53rIgRyjiowWFECTEGCNhVdNIoNVqpR9icBwbjuOAc04G5AiOFmwjEAKaYYCZHAYzyQHjHNyyCZbtIOocoJMkSAC4QQQ7EEc7lDXsjg5wEAEdgeOGE0QwfQEkCVSWOzZ62tWX3/YxU1LwuNLArES5gcKGQjxbVlAoZ3EDhXIDT6pdru4xWHabXPbOoc49XJh+j5OjL3B2vIjTY0WcGSvi1K0FnJtYxPkHSzSXh1x3YvQ5Jle/I/QFueylLB3ucQ8/DRd15qJu/DtUy//7YKc3xA3geSE8N+zycUjXyXQHrl73X+eR7f9F/ur9AQqQ4f+Qfqf5AAAAAElFTkSuQmCC')\",\n      \"backgroundSize\": \"cover\",\n      \"display\": \"block\"\n    }\n  }), \"\\n  \", mdx(\"img\", {\n    parentName: \"a\",\n    \"className\": \"gatsby-resp-image-image\",\n    \"alt\": \"secret_word\",\n    \"title\": \"secret_word\",\n    \"src\": \"/docs-2026.8.1/static/86a51f726b528d9d428bf5980aa3c1c0/e389b/admin_14-helpdesk-secret_word.png\",\n    \"srcSet\": [\"/docs-2026.8.1/static/86a51f726b528d9d428bf5980aa3c1c0/a2ead/admin_14-helpdesk-secret_word.png 259w\", \"/docs-2026.8.1/static/86a51f726b528d9d428bf5980aa3c1c0/e389b/admin_14-helpdesk-secret_word.png 462w\"],\n    \"sizes\": \"(max-width: 462px) 100vw, 462px\",\n    \"style\": {\n      \"width\": \"100%\",\n      \"height\": \"100%\",\n      \"margin\": \"0\",\n      \"verticalAlign\": \"middle\",\n      \"position\": \"absolute\",\n      \"top\": \"0\",\n      \"left\": \"0\"\n    },\n    \"loading\": \"lazy\",\n    \"decoding\": \"async\"\n  }), \"\\n  \"), \"\\n    \")), mdx(\"h2\", null, \"Configuration\"), mdx(\"ol\", null, mdx(\"li\", {\n    parentName: \"ol\"\n  }, mdx(\"p\", {\n    parentName: \"li\"\n  }, \"Select \", mdx(\"strong\", {\n    parentName: \"p\"\n  }, \"Administration\"), \" > \", mdx(\"strong\", {\n    parentName: \"p\"\n  }, \"System Configuration\"), \" and select the \", mdx(\"strong\", {\n    parentName: \"p\"\n  }, \"System\"), \" tab.  Assign \", mdx(\"strong\", {\n    parentName: \"p\"\n  }, \"Helpdesk protected role\"), \" to the role attributed to help desk personnel.  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\"className\": \"gatsby-resp-image-link\",\n    \"href\": \"/docs-2026.8.1/static/fb7e321ce1b96ce1f02f3a23db6fe1ba/ee3fb/admin_14-helpdesk-log1.png\",\n    \"style\": {\n      \"display\": \"block\"\n    },\n    \"target\": \"_blank\",\n    \"rel\": \"noopener\"\n  }, \"\\n    \", mdx(\"span\", {\n    parentName: \"a\",\n    \"className\": \"gatsby-resp-image-background-image\",\n    \"style\": {\n      \"paddingBottom\": \"43.62934362934363%\",\n      \"position\": \"relative\",\n      \"bottom\": \"0\",\n      \"left\": \"0\",\n      \"backgroundImage\": 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\"left\": \"0\",\n      \"backgroundImage\": \"url('data:image/png;base64,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')\",\n      \"backgroundSize\": \"cover\",\n      \"display\": \"block\"\n    }\n  }), \"\\n  \", mdx(\"img\", {\n    parentName: \"a\",\n    \"className\": \"gatsby-resp-image-image\",\n    \"alt\": \"log2\",\n    \"title\": \"log2\",\n    \"src\": \"/docs-2026.8.1/static/44dd192308365611bfb68a0d03f264f9/7a3d6/admin_14-helpdesk-log2.png\",\n    \"srcSet\": 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\", mdx(\"em\", {\n    parentName: \"p\"\n  }, \"Challenge response & Helpdesk\"), \". This tab previously didn't feature a Helpdesk portion.\"), mdx(\"p\", null, \"Since version 4.2.1.9, the \", mdx(\"em\", {\n    parentName: \"p\"\n  }, \"HelpDesk protected role\"), \" field, described above, has moved into this tab, \", mdx(\"strong\", {\n    parentName: \"p\"\n  }, \"without\"), \" changing its features. Role selecting and other things related to this field are described above.\"), mdx(\"p\", null, \"The new features emerging on this tab include \", mdx(\"em\", {\n    parentName: \"p\"\n  }, \"Select validation attributes for HelpDesk inquiries\"), \". This field represents a dropdown of attributes that users can use for validation. Previously, the attributes for validation were fixed - users could choose date of birth, name, employee ID, etc. Now, one can add a new attribute, known to the user, for validation, and choose those from this dropdown. It means that the user calling to HelpDesk is aware of these attribute values, so correspondingly, HelpDesk can use these values to identify the caller.\"), mdx(\"p\", null, \"Another new feature added is an \", mdx(\"em\", {\n    parentName: \"p\"\n  }, \"Enable multi-factor authentication for helpdesk validation\"), \" checkbox. If enabled, it allows setting up MFA for entering HelpDesk. Hence, in case the user has an OTP configured (as an email code, SMS, phone call, etc.), after answering HelpDesk questions, the user can go through MFA as it is configured, i.e., get an email with a code, get a call, get a code via SMS, etc., and report the code to HelpDesk. \"), mdx(\"div\", {\n    style: {\n      \"border\": \"1px solid #169998\",\n      \"marginTop\": \"15px\",\n      \"marginBottom\": \"15px\",\n      \"paddingTop\": \"10px\",\n      \"paddingBottom\": \"10px\",\n      \"paddingLeft\": \"5px\",\n      \"paddingRight\": \"5px\"\n    }\n  }, mdx(\"span\", {\n    style: {\n      \"color\": \"#169998\",\n      \"fontWeight\": \"bold\"\n    }\n  }, \"Note:\"), \" Push-messages are not yet supported, but this feature is going to be implemented into future versions of OpenIAM.\"), mdx(\"p\", null, \"Vice versa, in case the checkbox is disabled, the user only goes through HelpDesk questions, without MFA.\"));\n}\n;\nMDXContent.isMDXComponent = true;","tableOfContents":{"items":[{"url":"#overview","title":"Overview"},{"url":"#help-desk-questions","title":"Help desk questions"},{"url":"#example","title":"Example"},{"url":"#user-secret","title":"User secret"},{"url":"#configuration","title":"Configuration"},{"url":"#audit-logging","title":"Audit logging"},{"url":"#challenge-response--helpdesk","title":"Challenge response & HelpDesk"}]},"parent":{"relativePath":"admin/14-Help.Desk.User.Profile.Protection.md"},"frontmatter":{"metaTitle":"HelpDesk profile protection","metaDescription":"This section describes how to enable profile protection during HelpDesk support sessions"}},"allMdx":{"edges":[{"node":{"fields":{"slug":"/admin","title":"Administration guide"}}},{"node":{"fields":{"slug":"/appendix","title":"Appendix"}}},{"node":{"fields":{"slug":"/changelog","title":"Change log"}}},{"node":{"fields":{"slug":"/connectorconfig","title":"IdM Connectors"}}},{"node":{"fields":{"slug":"/developerguide","title":"Developer 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management"}}},{"node":{"fields":{"slug":"/admin/12-administration","title":"Administration"}}},{"node":{"fields":{"slug":"/admin/13-selfregistration","title":"Self-registration"}}},{"node":{"fields":{"slug":"/admin/15-audit","title":"Audit"}}},{"node":{"fields":{"slug":"/admin/14-Help.Desk.User.Profile.Protection","title":"HelpDesk profile protection"}}},{"node":{"fields":{"slug":"/admin/16-admin-pswd-change","title":"Password reset for administrator's account"}}},{"node":{"fields":{"slug":"/admin/17-services-manual-passwd-change","title":"Manual password update for OpenIAM services in RPM"}}},{"node":{"fields":{"slug":"/admin/18-services-passwd-change-k8","title":"Password update for OpenIAM services in Kubernetes"}}},{"node":{"fields":{"slug":"/admin/19-reports","title":"OpenIAM report services"}}},{"node":{"fields":{"slug":"/admin/20-virtual-tentant-by-org","title":"Enabling a virtual tenant by organization"}}},{"node":{"fields":{"slug":"/admin/21-graph-rebuild","title":"Rebuilding OpenIAM's in-memory authorization graph"}}},{"node":{"fields":{"slug":"/admin/22-token-session-util","title":"Session management utility for RPM"}}},{"node":{"fields":{"slug":"/admin/23-pbac","title":"Policy-based access control (PBAC)"}}},{"node":{"fields":{"slug":"/admin/2-authentication","title":"Authentication"}}},{"node":{"fields":{"slug":"/admin/3-authz","title":"Managing access"}}},{"node":{"fields":{"slug":"/admin/4-app-onboarding","title":"Application onboarding"}}},{"node":{"fields":{"slug":"/admin/6-requestapprov","title":"Requests / Approval"}}},{"node":{"fields":{"slug":"/admin/7-access-cert","title":"User access review"}}},{"node":{"fields":{"slug":"/admin/8-sso","title":"Federation / SSO to applications"}}},{"node":{"fields":{"slug":"/admin/9-r-Proxy","title":"Access gateway"}}},{"node":{"fields":{"slug":"/admin/5-lifecycle","title":"Automated provisioning"}}},{"node":{"fields":{"slug":"/appendix/1-self-signedcert","title":"Generate Self-signed Cert"}}},{"node":{"fields":{"slug":"/appendix/2-openssl","title":"Install OpenSSL"}}},{"node":{"fields":{"slug":"/appendix/3-installopenldap","title":"Install OpenLDAP on Ubuntu"}}},{"node":{"fields":{"slug":"/appendix/4-prepforprod","title":"Prepare for Production"}}},{"node":{"fields":{"slug":"/changelog/11-Release-4.2.1.5","title":"Release 4.2.1.5"}}},{"node":{"fields":{"slug":"/changelog/12-Release-4.2.1.6","title":"Release 4.2.1.6"}}},{"node":{"fields":{"slug":"/changelog/14-Release-4.2.1.8","title":"Release 4.2.1.8"}}},{"node":{"fields":{"slug":"/changelog/16-Release-4.2.1.10","title":"Release 4.2.1.10"}}},{"node":{"fields":{"slug":"/changelog/13-Release-4.2.1.7","title":"Release 4.2.1.7"}}},{"node":{"fields":{"slug":"/changelog/15-Release-4.2.1.9","title":"Release 4.2.1.9"}}},{"node":{"fields":{"slug":"/changelog/18-Release-4.2.1.12","title":"Release 4.2.1.12"}}},{"node":{"fields":{"slug":"/changelog/17-Release-4.2.1.11","title":"Release 4.2.1.11"}}},{"node":{"fields":{"slug":"/changelog/19-Release-4.2.1.13","title":"Release 4.2.1.13"}}},{"node":{"fields":{"slug":"/changelog/20-Release-4.2.1.14","title":"Release 4.2.1.14"}}},{"node":{"fields":{"slug":"/changelog/21-Release-4.2.1.15","title":"Release 4.2.1.15"}}},{"node":{"fields":{"slug":"/changelog/22-v2026.1.1","title":"Changelog for v2026.1.1"}}},{"node":{"fields":{"slug":"/connectorconfig/2-configparam","title":"Connector parameters"}}},{"node":{"fields":{"slug":"/changelog/23-v2026.5.2","title":"Changelog for v2026.5.2"}}},{"node":{"fields":{"slug":"/connectorconfig/4-troubleshootingconnector","title":"Provisioning operations troubleshooting"}}},{"node":{"fields":{"slug":"/connectorconfig/JDBC","title":"JDBC connector"}}},{"node":{"fields":{"slug":"/connectorconfig/LDAP","title":"LDAP connector"}}},{"node":{"fields":{"slug":"/connectorconfig/SAPUME","title":"SAP UME connector"}}},{"node":{"fields":{"slug":"/connectorconfig/adp","title":"ADP 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