Create password reset process in Service Operations Workspace

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • Create configure credentials, verification methods and settings, and enrollment settings to create a password reset process.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > Service Operations Workspace > Overview.
    2. On the Admin Center page, do one of the following:
      • In the Overview tab, select the Configure button in the Service Desk Assisted Password Reset card.
      • In the Configurations tab, select Service Desk Assisted Password Reset card.
    3. On the Password reset process card, select Configure.
      The default password process is displayed.
    4. To create a new password reset process, select New.
    5. On the form, fill in the fields.
      Table 1. Password reset process
      Field Description
      Name Name of the password reset process
      Description Detailed information about the credential store.
      Credential store Credential store that contains user credentials and information.
      Password reset Option to apply the password reset process to a specific group or all users.
      Enable account unlock Option to unlock the account for all the users.
      Apply to all users Option to apply the password reset process to all the users.

      You can also select a specific group by deselecting this option, and add a group from Groups related list.
    6. Select Submit.
    7. Select the created password reset process.
    8. On the Password Reset Details tab, configure the following settings.
      Table 2. Password Reset details
      Field Description
      Minimum verifications

      Number of verifications that a user must successfully submit to reset the password.

      If the number exceeds the number of required verifications, then the user must submit additional verifications to match the number specified for Minimum verifications.
      Allow user to choose from optional verifications

      Option to enable a user on the Verifications page during the process of resetting the password.

      The choice of optional verifications appears only if the Minimum verifications setting is greater than the number of mandatory verifications.
      Auto-generate password

      Option to auto-generate a new password for the user.

      When this check box is selected, you must select the Email/SMS password or Display password check box, or both.
      User must reset password

      Option to reset the user password immediately after logging in with the auto-generated password.

      Note:
      This check box is available only when the Auto-generate password check box is selected.
      Display password

      Option to display the new password on the screen.

      Note:
      Note: This check box is available only when the Auto-generate password check box is selected.
      Email/SMS password

      Option to send an email or SMS the new password to the user.

      Note:
      Note: This check box is available only when the Auto-generate password check box is selected.
    9. Right-click on the form header, and select Save.
    10. For Password Reset, enter the required fields in the Enrollment Reminder tab.
    11. Save your changes on the Password Reset Process form.
    12. Optional: From the Password Reset Process Groups related list, select the user groups that use the process.

      The Password Reset Process Groups related list appears only if the Apply to all users check box is not selected.

    13. Select the Active check box to enable the Password Reset process.
    14. Right-click on the form header, and select Save.
      For more information on password reset process, see Configure your Password Reset process.