If a user has forgotten the password and, at the same time, has not yet registered with Password Manager, or has forgotten his answers to security questions, the user cannot create or update a personal Q&A profile, or otherwise use Password Manager. To register with Password Manager, and access its self-service functionality, the user must obtain a personal temporary passcode which must be used within the specified period to complete the registration procedure.
You can assign temporary passcodes to users provided that you have the appropriate permissions.
To assign a temporary passcode to a user
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Open the Home page by following the procedure in Connecting to the Helpdesk Site.
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On the Home page, click Assign Passcode.
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On the Assign Passcode page, read the temporary passcode to the user. Let the user know the passcode's expiration period.
NOTE: On the Password Manager Administration Site, if the Generate Passcode and send it in Email or Generate Passcode and send it in SMS option is enabled by the administrator, the passcode is sent using the selected method. The HelpDesk user must inform the user, that the passcode will be sent via SMS or email.
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Click Next to review the results on the status page.
NOTE: Passcode expiration time is a period within which a newly generated passcode is valid. Users must update or create their Q&A profiles by using this passcode within the specified period.
If a user has forgotten their password, you can reset the password for this user, provided that you have the appropriate permissions.
To reset user's password
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Connect to the Helpdesk Site as described in Connecting to the Helpdesk Site.
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On the Home page, click Reset Password.
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Type user's answer(s) and click Next. The Reset Password page appears.
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On the Reset Password page, select one of the following options to reset the password.
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Use the following auto generated password: An auto generated password suggestion displays in text box. The user can use this password and store it in a secure location for later use.
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Enter the password manually: The user can select this option to set a password manually. After selecting this option, type the password in the text box and, confirm the password. Click Next.
NOTE: On the Password Manager Administration Site, if the Generate Passcode and send it in Email or the Generate Passcode and send it in SMS option is enabled by the administrator, then the password is sent using the selected method. In this case, the HelpDesk user does not need to use the above options to reset the password. However the HelpDesk user must inform the user, that the password will be sent via SMS or Email.
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After a successful password reset, the Password was successfully reset message appears.
If user’s account is locked out, you can unlock the account, provided that you have the appropriate permissions.
To unlock user’s account
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Open the Home page as described in Connecting to the Helpdesk Site.
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On the Home page, click Unlock Account.
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On the Unlock Account page, select one of the following methods to authenticate.
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Corporate authentication: If the administrator of your organization enabled the option to authenticate, use this setting to authenticate the users using the configured corporate authentication method.
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Security questions: Select Security questions to authenticate and reset the password, by answering the questions configured during registration.
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Personal contact method: Select Email and, click Get Passcode to receive passcode on your registered email address. Type the passcode in the Passcode text box and click Next to authenticate and reset the password.
NOTE: When resetting the password, you can only select from the authentication methods that were enabled by the administrator of your organization.
If user’s Questions and Answers profile is locked, you can unlock the profile, provided that you have the appropriate permissions.
To unlock user’s Questions and Answers profile
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Open the Home page as described in Connecting to the Helpdesk Site.
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On the Home page, click Unlock Q&A Profile.
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Follow the steps in the wizard to complete the task.
