Unlock the user account

You can unlock a blocked user to enable them to log in to their system.

About this task

This option is available only if the account is locked.

Before you begin

Role required: password_reset_admin or password_reset_service_desk

Procedure

1. Navigate to All > Workspaces > Service Operations Workspace.
2. From the navigation list, select List.
3. Do one of the following:
   • Navigate to list of incidents, and select an incident record.
   • Navigate to list of interactions, and select an interaction record.
4. Select the More actions icon, and then select Reset password.
   Note:

   • Incident: The option is displayed only if the category of the incident is Password Reset, and is assigned to an agent having password reset service desk role.
   • Interaction: The option is displayed only if an interaction is assigned to the agent having password reset service desk role.
5. Identify the user.
   1. In the Identify section, select the user from the drop-down menu.
   2. Select the password reset process for the user.
      Note:

      You can only reset the password using a specified process for three times in a 24-hour time interval.
   3. Select Continue to verify.
6. Verify the user.

   Table 1. Verification of user

   Verification method	Description
   Email verification	A verification code is sent to the registered email address displayed. Select Send verification code and enter the code in the code in Enter verification code field. Note: You have only three attempts to perform an email verification.
   SMS verification	A verification code is sent to the registered mobile numbers. The same verification code is sent to all the registered mobile numbers of the user. Select Send verification code and enter the code in the code in Enter verification code field. Note: You have only three attempts to perform an SMS verification. If the Notify plugin isn’t active in your instance, you must select the service provider for the registered mobile number.
   Security question verification	You must ask the security questions to the user and enter the answer of the security question in the respective fields.
   Personal data verification	Enter the email address of the user in the Enter user’s email address field.
   Personal data confirmation	The email address of the user is displayed. You must ask the email address of the user and confirm if the email address is correct.

7. Select continue to reset.
8. Select Unlock account option.

Result

The user account is unlocked and they can access the system.