Password Reset in Service Operations Workspace reference
This reference topic provides additional information about the lists and forms that you use to configure and administer Password Reset.
Identification methods
| Error message | Description |
|---|---|
| User not enrolled | The user is not currently enrolled in the password reset process. The user must enroll to the password reset process to reset the password. |
| User not eligible for the process | The selected password reset process doesn’t apply to the user. You must select another password reset process to reset the password. Contact the system administrator for more assistance. |
| No password reset process found for the user | The user has not been assigned to any password reset processes. Contact the system administrator for more assistance. |
| Maximum verify attempts reached | The user has exhausted all the available password reset attempts. You can reset the password again after 8 hours. |
Verification methods
| Error message | Description |
|---|---|
| Email verification | |
| Incorrect verification code entered | The verification code you have entered does not match the expected code. |
| Max resend attempts over | The error message indicates that you have exceeded the allowed number of attempts to resend a verification code. |
| SMS verification | |
| Incorrect verification code entered | The verification code you have entered doesn’t match the expected code. |
| Max resend attempts over | You have exceeded the maximum number of attempts to resend a verification code. |
| Notify not enabled | Users are enrolled in the system to deliver notifications, however, the Notify feature responsible for sending the SMS messages isn’t enabled. |
| Security question | |
| One or more answers incorrect | The user hasn’t provided the correct answers to the security questions or the agent might have entered the answers incorrectly. |
| Personal data verification | |
| Incorrect answer entered | The user hasn’t provided the correct answers to the security questions or the agent might have entered the answers incorrectly. |
| Personal data confirmation | |
| Incorrect answer | The user has not provided the email address as indicated. |
| Other errors | |
| Multiple session error | Only one active session is allowed at a time to reset the password. Close the new session. |
| Technical error | You must logout and login to work on the password reset ticket. |
| Maximum verification attempts reached | You have exceeded the maximum number of attempts to verify the identity of the user. |
To reset a password for a user, refer Reset password using service-desk assistance.
Parent Topic:Resetting password using Service-desk assisted Password Reset in Service Operations Workspace