Service desk: Reset a password for a user

In a service desk-assisted Password Reset process, service desk agents with the password_reset_service_desk role reset user passwords. Users do not reset passwords. Watch a video example of service desk agents resetting passwords: Resetting User Passwords (Video).

Before you begin

Role required: password_reset_admin or password_reset_service_desk
Note: You must set the Public access property to enable the service desk-assisted process. See Settings on the Password Reset Details tab.


  1. Navigate to Password Reset > Service Desk.
  2. Select a user and the Password Reset process to use.
  3. Click Verify Identity.
  4. On the Verify Identity form, enter the answers that the user provides and then click Continue.
    If the user identity is verified, the Reset Password form displays identity verification and status of the account lock.
  5. Perform one of the following actions.
    • If the user is not locked, the form displays the Reset password button. Enter the new password and click Reset password.
    • If the user is locked, the form displays the Reset password and Unlock account buttons. You can enter a new password and click Reset password to reset the password and unlock the account. If the Enable account unlock check box is selected for the password process, you can unlock the account without resetting the password by clicking Unlock account.
  6. To reset the password for a different user, you must first navigate out of the Service Desk and then navigate to Password Reset > Service Desk.