This documentation supports the 21.3 version of Action Request System.

To view an earlier version, select the version from the Product version menu.

Resetting a person's password or login ID

In Remedy ITSM Suite, you can reset a password in several ways depending on your permissions and your role.

Best Practices

In case you want to change Login ID of a user, we recommend to use Data Wizard. For more information, see Changing a user login ID by using the Data Wizard Console

You can reset passwords from different locations depending on your permissions and which mode you are in.

Location of password reset functionality

Permissions and Remedy ITSM Suite state of use

Password field on the Login/Access Details tab of the People form

  • Only the Contact Organization Admin and Contact Support Admin permissions groups can update the Password field in People records for non-support staff.
  • Only Administrators can update the Password field in People records for any individual.
  • In both cases, target users must change their password on the next logon.

Reset Password link in the Application Administration Console

Administrators and permission groups with Security permission. Password rules are not enforced on reset password, but they are enforced when target users are forced to change their password on the next logon.

Change Password link on the People (Search) or People (Modify) form when an individual is changing their own password

Any user with permission to modify People records. Password rules are enforced on the changed password. Individuals are not forced to change their password on the next logon.

Change password link on the Remedy AR System home page

Any user with permission to modify People records. Password rules are enforced on the changed password. Individuals are not forced to change their password on the next logon.

To reset a password from the Application Administration Console

Use this method if you are an Administrator or in a permission group with Security permission. Administrators and those with Security permission can change the password for any individual.

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, choose Foundation > People > Reset Password, and then click Open.
    The Password Reset dialog box is displayed.
  3. In the Login ID field, enter the login ID of the person whose password you want to change and press Enter. The rest of the fields are populated with the corresponding people data and the Password field is activated.
  4. Enter the new password.
  5. Click OK and then click Close.

If the Enforce Policy and Restrictions setting in the Remedy AR System Use Password Management Configuration form is turned on, the next time the individual logs on they are prompted to change their password, which must adhere to the password guidelines. For more information about the Remedy AR System User Password Management Configuration form, see Enforcing a password policy introduction.

To remove a person's login ID

When a person leaves a company or moves to a role within a company that does not require access to Remedy ITSM Suite, you can remove that person's login ID. However, you cannot remove the login ID of a support staff person.

To perform this function, you must have the Contact Organization Admin or Contact Support Admin permission.

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, choose Foundation > People > People, and then click Open. The People form appears.
  3. Search for the person, and then select the person with the login ID to remove.
  4. In the navigation pane, choose Other Functions Remove Login ID.
    To perform this function, you must have the Contact Organization Admin or Contact Support Admin permission.
    You are prompted to confirm and the login ID is removed.

Password guidelines

Password guidelines force users to choose a combination of characters and numbers that make it more difficult for people to guess another user's password. 

The Enforce Policy and Restrictions setting in the User Password Management Configuration form determines whether password guidelines are used for Remedy ITSM Suite. These guidelines can be further customized from the default Health Insurance Portability and Accountability Act (HIPAA) guidelines by the Remedy AR System administrator. For example, after passwords have been reset, users might be forced to change their passwords the next time they log on. Check with your Remedy AR System administrator for information about your site's password guidelines. For more information about configuring Remedy AR System password guidelines, see Enforcing a password policy introduction.

The default password guidelines, which follow the HIPAA guidelines, are as follows:  

  • Blank passwords are not allowed
  • The password cannot match the login name
  • Leading and trailing whitespaces in the password are omitted
  • Whitespaces within the password text are retained
  • The old password cannot be used when changing the password
  • The password cannot be a dictionary word, which is achieved by the following rules:  
    • Must be a minimum of eight alphanumeric characters 
    • Must include at least one uppercase alphabetic character
    • Must include at least one lowercase alphabetic character
    • Must include at least one non-alphanumeric (special) character (for example, #, !, +, %)

Other default restrictions include:

  • The administrator or an individual with Security permission must be able to change the password at any time. 
  • Users (except for the administrator and the individual user) cannot change the password. This is accomplished through the Dynamic Group Access field (ID 60988) on the User form. 
  • The account is disabled if the user has not changed the password after the number of days specified in the Days after force change until disablement" field in the Remedy AR System User Password Management Configuration form.
Was this page helpful? Yes No Submitting... Thank you

Comments