Reset Password

Once the user has been found (see Search for a user) and their identity verified (see Verify identity), the service desk agent can reset the password for the user.

Click on the Reset password tab.
Do one of the following:
1. Enter a new password manually. Make sure it adheres to the password rules, which are listed underneath the text field.
  
  Note
  
  This option is not available if the System-generated passwords option is enabled in the settings. See Reset password settings section below for more information.
2. Click the Generate button. This will generate a new password, which will adhere to the password rules. The service desk agent can never see this password.
Under Options, check the “[user] must change password upon next logon.” option, to make sure that the user changes their password next time they log on.
In the notification section, check the boxes for each notification method to use. The following notification methods are available (note that more than one notification method can be chosen):
- To user via email (the mail will be sent to the email address associated with the user in Active Directory)
- To user via text message (the text will be sent to the mobile number associated with the user in Active Directory)
- To manager via email (the text will be sent to the manager associated with the user in Active Directory). This option is only visible if enabled in the settings, see Enabling additional notification methods section below.
- To manager via text (the text will be sent to the manager associated with the user in Active Directory). This option is only visible if enabled in the settings, see Enabling additional notification methods section below.
- To custom email. Use the dropdown to choose between different registered domains. This option is only visible if enabled in the settings, see Enabling additional notification methods section below.
- By reading it to the user.
  
  Note
  
  If the System-generated passwords option has been enabled in settings, the Service Desk agent will not be able to read the new password.
Note

User's email and text message are only visible if these have been configured in Active Directory. Send to manager and custom email are only visible if the correct options have been enabled in the settings, and if the user's manager has been configured in Active Directory. See Reset password settings section below for more information.
Click the Reset password button.

For information on password reset options (settings), see the Configuring settings for Secure Service Desk section.