Reset a password or unlock a user account with service desk assistance

Reset a password or unlock a user account by requesting the assistance of a service desk agent.

Before you begin

Watch this video example of service desk agents resetting passwords: Resetting User Passwords (Video).

Note:

• You must clear the Public access property to enable the service desk-assisted process. See Configure your Password Reset process.
• You can perform this activity on a mobile device.
• You can change the theme of the service desk page to the dark theme. For more information about the dark theme, see Exploring themes in Next Experience.

Role required: password_reset_admin or password_reset_service_desk

About this task

In a service desk-assisted Password Reset process, only the service desk agents with the password_reset_service_desk role can reset user passwords. Users can’t reset passwords.

Procedure

1. Navigate to All > Password Reset > Service Desk.

2. Select a user and the Password Reset process to use.

3. Click Verify Identity.

4. On the Verify Identity form, enter the answers provided by the user, and then click Continue.

   If the user's identity is verified, the Reset Password form displays the identity verification and status of the account lock.

5. Perform one of the following actions.

   • If the user isn’t locked, the form displays the Reset password button. Enter the new password and click Reset password.
   • If the user's account is locked, the form displays the Reset password and Unlock account buttons. You can enter a new password and click Reset password to reset the password and unlock the account. If the Enable account unlock option is selected for the password process, you can unlock the account without resetting the password by clicking Unlock account.
   • To reset the password for a different user, you must first navigate away from the Service Desk and then navigate to Password Reset > Service Desk.

6. View user requests for password reset
   The Reset Requests module displays the status of each password reset request from the Password Reset Request table [pwd_reset_request].

7. Unblock a Password Reset user
   If a user is manually banned or is flagged as exceeding max attempts, the user can be blocked (not allowed to use the Password Reset application). You can unblock a blocked user.

Parent Topic:Configuring Password Reset