We have an immediate request to solve that also brings up a general topic of helpdesk best practices. First, the immediate request is to allow helpdesk technicians to adjust user mail database quotas. Our Helpdesk currently has no Domino administration security, and thus no access to end users databases. What security is required to change quotas, and can this be granted without allowing document viewing of the database content? Databases are not encrypted on server.
Also, are there any best practices for Lotus/Domino helpdesk support in general? Due to a couple high profile helpdesk calls, I need to look at giving HD more tools to provide immediate assistance, but am also trying to balance this against simply granting full admin access. Any suggestions or best practices links much appreciated.
Thanks!