Configuring Failed Login Locks

Use the Failed Login Locks tab in the Security screen to configure locks to prevent a support representative who has exceeded a specified number of failed login attempts from logging in. You can set a timed lock, an email lock requiring login via a link in an email, or an admin lock which requires an administrator to reset the login lock. You can use the Failed Rep Login Log view to display information on support representatives who have unsuccessfully attempted a login, and the Locked Support Representatives view to display those who are locked out due to exceeding the configured number of failed login attempts.

You can send notifications for each type of lock; iSupport administrators selected in the Admins to Notify field will be notified for each Admin notification selected for a lock. These notifications can be customized via the Custom Notifications screen.

You can configure the following locks; the three types of locks are ordered when used in combination, and if you enable more than one the number of login attempts must be progressively larger starting with the timed lock.

• A timed lock which prevents login for a specified period of time (the lock would prevail during that time even if the correct login were entered).

• A more restrictive email lock which displays a message regarding the lock and sends an email to the support representative, who must use the link in the email to reconnect to the login page in order to continue. If the support representative doesn’t use the link and logs in directly, the lock would prevail even if the correct login were entered.

• An even more restrictive admin lock which prevents the support representative from logging in until an iSupport Administrator unlocks his/her profile in the following ways; both will set the failed login attempt count to zero.

  

• The Unlock Access option on the Actions menu on the Locked Support Representatives tab or Desktop view.

  

• Use the Unlock button in the Support Representative Profile screen. A Lock button will appear in this screen for support representatives without a lock; you can use it to manually lock out a support representative.