We're using Hyena 6.2 at our help desk to manage AD. For the most part, it works fine. However, account lockouts are consistently not displayed properly.
Basically, a user will call in needing an account to be unlocked. The help desk agent will look at their user account in Hyena, and will not see it as a lockout immediately. After a couple of refreshes, or closing and opening of the view, the agent will usually see the lockout. Other times, they will need to pass it on to 2nd level support for direct access to AD Users and Computers to clear the lockout.
Why does this happen? Is there any way to resolve it?
Thanks...
-Tim
Basically, a user will call in needing an account to be unlocked. The help desk agent will look at their user account in Hyena, and will not see it as a lockout immediately. After a couple of refreshes, or closing and opening of the view, the agent will usually see the lockout. Other times, they will need to pass it on to 2nd level support for direct access to AD Users and Computers to clear the lockout.
Why does this happen? Is there any way to resolve it?
Thanks...
-Tim
Comment