Designing an Account Unlock Application

In this article we are going to try and provide some ideas for you to reduce those calls to the help desk. In this project we created a help desk portal, this portal pretty much has a main page that you can go to download patches, virus definition files, and manage account unlock information. Calls to the help desk for unlocking locked accounts accounted for a large percentage of calls, so in order to streamline the process we created an application that tied in with the intranet user portal.