In the event people forget their passwords and cannot reset them, help desk personnel can do so via the Help Desk Password Reset workflow. When initiated, the workflow displays to the help desk the Help Desk Questions and Answers provided by those people when they enrolled in the Password Reset Center. If the questions are successfully answered, and the workflow is submitted, EmpowerID notifies the person, as well as that person's manager, of the password reset.
If the person has yet to enroll in the Password Reset Center, the Help Desk Password Reset workflow cannot be used to reset passwords.
Reset Password
On the navbar, expand Password Management and select Password Workflows.
Select Helpdesk Assisted Password Reset.
Search for the person whose password needs to be reset.
Click the Person record returned to select it and then click Submit.
This display the Help Desk Questions the person entered during the enrollment process.
If the person has not enrolled in the Password Reset Center, a message indicates that the person has yet to enroll. When this happens, the Help Desk Password Reset cannot be used.
Click Succeed or Fail, depending on the outcome of the question and answer challenge and then click OK. If you click Succeed, EmpowerID sends an email to the person whose password was reset, as well as to the manager of that person.