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.