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Old 11-02-2007, 08:32 AM   #1 (permalink)
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Default Blackberry Helpdesk and Auditing

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We're finally moving towards BES Role Administration with hopefully the lion's share of first level support going to our outsourced helpdesk. I imagine a number of you have already done so. Giving the helpdesk abilities to add and remove users is a sticky point. What is the best practice for auditing and reporting their actions? Thanks in advance!
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Old 11-02-2007, 12:16 PM   #2 (permalink)
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From what I was told (from RIM Tsupport), there is no auditing yet with the Role-based administration. For that reason, we did not give our Help Desk the ability to add/delete users. We did give it to certain techs who we felt could handle it.

They did not say when auditing was going to be available.
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Old 11-04-2007, 01:07 AM   #3 (permalink)
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Quote:
Originally Posted by dmbascfan View Post
They did not say when auditing was going to be available.
If I had to take a guess, I'd say you're going to be waiting until BES 5.0, as I've yet to hear about it being implemented in BES 4.1 SP5 (although SP6 could be an option for it, but I doubt it).
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Old 11-04-2007, 06:50 AM   #4 (permalink)
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Quote:
Originally Posted by dmbascfan View Post
From what I was told (from RIM Tsupport), there is no auditing yet with the Role-based administration. For that reason, we did not give our Help Desk the ability to add/delete users. We did give it to certain techs who we felt could handle it.
You can setup BES Alert. It will notify you when someone is added/removed but it will not tell you who did it.
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Old 11-05-2007, 05:37 AM   #5 (permalink)
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Thanks all for your responses. We're going to try to get creative using the BRK to create Add and Delete user scripts, and then have our programmers wrap it in an executable with the admin password encrypted. If things work as planned, every time that somebody runs the executables, it will be logged in a little db file fingering who ran what when.
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