Reset a User Password
The need to reset a user's Portal password can occur for one or more of the following reasons:
- User's password expired
- User suspects another user is using their account credentials
- Suspicious activity occurring from a user's account
- Unauthorized access detected
NOTE:
- Only a supervisor, manager, or administrator has the proper access rights to change a user's password.
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After resetting a user's password, the user receives an email notification about their password change.
Accessing the Reset Password Interface
Locate the user needing their password reset and do the following:
- Access the Actions menu for the user by clicking the Actions button.
- Select the Reset Password option to access the Reset Password interface.
The Reset Password interface opens allowing you to reset both the Portal and/or Agent Desktop passwords.
Resetting the Portal Password
- Enable the Reset Portal Password option by moving the slider to the enabled position.
- Select one of the following methods for resetting the user's Portal password:
- New Password – Manually create a new password for the user.
- Suggest Password – Portal suggests a new password for the user.
Manually Creating a New Password
- Enter the password into the Password field. (32-character limit.)
- Confirm the password by entering it again into the Confirm Password field. (32-character limit.)
NOTES:
- A character counter displays below the Password field to assist with 8 - 32 character password requirement.
- Reveal the hidden characters in either field by clicking the Reveal Hidden Characters icon.
Reveal Hidden Characters
- Observe the password requirements located below the Password field. Be sure the password you enter matches all the requirements displayed here.
NOTES:
As you enter a password, the requirements list will display a green check next to each completed requirement. An empty circle displays next to any requirement item that is incorrect or incomplete.
All password requirements must be met before you can reset the user's password.
Using a Suggested Password
A suggested password displays in the Suggested Password field. Re-enter this password into the Confirm Password field.
NOTES:
Reveal the hidden characters by clicking the Reveal Hidden Characters icon.
Reveal Hidden Characters
- Place a check next to the Require Password Reset option if you want Portal to require the user to change their password at their next sign in.
- Finish resetting the password by clicking Reset, or click Cancel to cancel the operation.
NOTE:
If canceling the operation, a Confirm Navigation panel displays. Click Leave Page to confirm canceling. To close the panel and return to the previous task, click Stay on Page.
