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

Table 1. Identification errors

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

Table 2. Verification errors

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.