65 User Helpdesk

This feature will allow Bank administrator to create business user's session and perform the transaction requested by business user if he has forgotten his internet banking password or is unable to perform a transaction using his internet banking.

To authenticate the user, system will send an OTP to the customer and the same OTP needs to be communicated to the administrator user so that he can enter it on the screen to create user’s session.

Note:

OTP should be maintained as the second factor authentication for ‘Create Helpdesk Session’ event in Authentication setup.

Navigation Path:

From System/ Bank Administrator Dashboard, click Toggle Menu, then click Menu and then click Others. Under Others , click User Helpdesk.

OR

From System/ Bank Administrator Dashboard, under Others widget,  click User Helpdesk.

User Helpdesk - Search

To search user helpdesk:

1. Navigate to one of the above path.
   The User Helpdesk screen appears.
2. From the User Type list, select the user.
3. In the User Name field, enter the name of the user.
   OR

   In the Party ID field, enter the party ID.

4. Click Search.

   Figure 65-1 User Helpdesk - Search

   
   

   
   Description of "Figure 65-1 User Helpdesk - Search"

   
   

   Table 65-1 Field Description

   Field Name	Description
   User Type	The user type for which the help desk session has to be created.
   User Name	User name (User ID) of the user for which help desk session has to be created.
   Party ID	Party ID of the user for which the help desk session has to be created. Administrator can enter either the party ID or the user name.
   Search Result
   Full Name	Displays the full name of the user.
   User Name	Displays the user name (user ID) of the user.
   Party ID	Displays the party ID of the user.
   User Type	Displays the type of the user (Retail/Corporate).

5. Click on the User Name.
   Session of the selected user gets displayed.

   User Helpdesk - Detail

   The header displays the user name on behalf of whom the session is in progress. You can click icon to close the active session. Once the active session is successfully closed, the Administrator will be navigated to the Dashboard.

   Figure 65-2 User Helpdesk - Detail

   
   

   
   Description of "Figure 65-2 User Helpdesk - Detail "

   
   

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