To connect to the Helpdesk site
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Connect to the Helpdesk Site by entering the Helpdesk Site URL in the address bar of your web browser. By default, the URL is http://<computer-name>/PMHelpdesk/ (or http://<computer-name>/PMHelpdeskADLDS/ when using Password Manager for AD LDS), where <computer-name> is the name of the computer on which Password Manager is installed. You can get the Helpdesk Site URL from your system administrator.
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On the logon page, enter your user name and password and click Log on.
NOTE: If Use Secure Token Server for authentication in 2FA enforcement is on for the helpdesk site and a second factor authentication is set for the selected Secure Token Server provider, the helpdesk user will be prompted for a second level of authentication using the configured method.
To manage a user
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Connect to the Helpdesk site by using the procedure outlined above.
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On the Find User Account page, type either part of user's first and/or last name, or both.
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Under Search Results, click the user account matching the search criteria.
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On the Home page, by default, you can perform the following tasks:
You can change the currently managed user with the Change user setting of the Helpdesk Site.
To change the managed user
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Click the user name displayed next to the task name being performed.
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Click the Change user link.
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On the Find User Account page, type either part of user's first and/or last name, or both.
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Under Search Results, click the user account matching the search criteria.
Before performing any password management task, you must verify identity of the user.
To verify identity of a user
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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 Verify User Identity.
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On the Verify User Identity 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 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.
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Click Next to review the results on the status page.
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.
