What is a one sentence summary of your feature request?
OTP workflow to be automated via a dedicated IT Helpdesk tool
Please describe your idea in detail. What is your problem, why do you feel this idea is the best solution, etc.
Integrating the request and delivery of one time passwords/ offline temporary passwords (OTP) with ServiceNow by allowing these requests to be automatically routed through the organization’s helpdesk system would centralize communication, improve traceability, approval workflows, response times but also ensure constancy for users in what concerns computer-related support needs.
How do you currently solve the challenges you have by not having this feature?
Currently a user can request access to a specific device from the Endpoint Protector client window by selecting the device, the duration, typing a justification and hitting the “Send Request” button (this request is delivered to the email address set for the Main Administrator although there is an option to define admins with EasyLock Administrator role). Once generated, the only built-in method for delivering the OTP to users is via email. While this works, it lacks visibility and transparency for the IT/ helpdesk teams managing these requests. Any alternative methods for handling or tracking access through OTPs - such as through internal ticketing - must be managed outside of Endpoint Protector, adding complexity and fragmentation.