Resetting user passwords
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.
Unlocking a user account
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.
Unlocking the Questions and Answers profile of a user
Helpdesk Site > Unlocking the Questions and Answers profile of a user
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.
Enforcing the update of the user's Questions and Answers profile
Helpdesk Site > Enforcing the update of the user's Questions and Answers profile
If user’s Questions and Answers profile does not comply with the current Q&A profile policy, you can require the user to update the Q&A profile, provided that you have the appropriate permissions.
To enforce update of user's Question 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 Enforce Update of Q&A Profile.
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Follow the steps in the wizard to complete the task.
