Reset password using service-desk assistance

Resetting the password enables the user to log in to their system and resume their work.

About this task

Resetting the password will both unlock the account and set a new password if the user account is locked.

Before you begin

Role required: password_reset_service_desk or password_reset_admin

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:

   This option is displayed only to the agent having password reset service desk role who are assigned to the incident or an interaction.
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. Reset the password.

   Table 2. Reset password

   Password reset method	Description
   Send email with instructions	An email is sent to the user with the password reset details.
   Auto-generate new password	The system automatically generates a new password for the user. You must read the password to the user.
   Reset password manually	You must enter a new password in Enter new password and Re-enter new password fields. Select Reset password. You must read the password to the user.

9. Select Close.
10. Select Exit in the confirmation modal displays to indicate that the password has been shared with the user.

    To know about errors that you encounter while you reset the password, refer Password Reset in Service Operations Workspace reference.