Configuring the Verbal Authentication HelpDesk Feature

Problem

You would like to enable and configure the Verbal Authentication Help Desk feature in order to verify that users calling into the help desk are who they say they are.

Solution

Enable the Verbal Authentication feature, then configure it by defining the questions and importing the answers.

Quick Navigation

• Enable and Configure the Verbal Authentication Feature

• Import the Answers Using the PortalGuard Batch Import Utility

• Utilize the Feature from the Helpdesk

Enable and Configure the Verbal Authentication Feature

1. Open the PortalGuard Configuration Editor

2. In the Security Policy tab, edit the desired security policy you would like to enable this feature for.

3. Navigate to the Lockout → HD/Verbal Authentication tab.

4. Click Add to create a Question. Define as many questions here as you would like. You will need to already have the answers to these questions available.

   1. If you are utilizing ‘Mandatory Questions’ within PortalGuard, those same questions/answers can be utilized for Verbal Authentication. Please submit a Technical Support ticket for more assistance with setting this method up.

5. Check the box for “Display Users' Answers to Help Desk?” if desired. This will display the correct answer to the help desk worker within the PortalGuard Help Desk UI. If this is not checked, the interface will simply indicate if the answer inputted is correct or not.
   
   

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   1. NOTE: If you check this setting after importing the answers (in the next section), you will need to re-import the answers.

   2. NOTE: This requires the General Encryption key to be generated if it has not already been created. This can be done in the bootstrap under Policies → General Encryption.

6. Repeat steps 2 - 5 for each security policy you want this functionality to apply to.

Import the Answers Using the PortalGuard Batch Import Utility

Follow the guide on using the PortalGuard Batch Import Utility found here:

• KB:How to Use the PortalGuard Batch Import Utility

Specifically, the Headers you want to specify are:

1. Username

2. HDAnser1

3. HDAnswer2

4. HDAnswer3

5. etc.

   1. Add as many ‘HDAnswer#’ as questions you have defined within the policies.

Utilize the Feature from the Helpdesk

Once the feature is configured and the answers are imported, utilize it according to the following steps:

1. Navigate to the helpdesk URL for your PortalGuard server at:

   1. http://your.pg.server/PG_HelpDesk/helpdesk.aspx

2. Click on “Verbally Identity a User”

   1. You can also go directly to Verbal Authentication page at:

      1. http://your.pg.server/PG_Helpdesk/VerbalAuth.aspx

3. Search for and select the user in question

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4. Read the questions to the user.

5. If the security policy is configured to “Display Users' Answers to Help Desk?”, the answers will be visible on the screen and can be verified as such. Otherwise, follow the remaining steps to validate the answers.

6. Enter the provided answers in the field below each question.

7. Click “Validate” in the bottom right to check if the answers are correct.

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8. You will be given one of two responses. Either

   1. “Invalid Answers”. This will indicate which answers specifically are incorrect.

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   2. “Successfully Validated”. This indicates all the answers are correct and the user is who they say they are.

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