Password reset

 

Audience – Tier 1, Tier 2

Description: Password reset procedure.

Procedure:


User must be verified before proceeding: Make sure you are verifying user before resetting any security factor (password or Okta/MFA) verify number on file (have them provide to you, if they can't verify, you can call them at the listed number in their okta profile.

 

If there is no number on file verify manager and department. 



Updated Password complexity: 10 characters, with at least one uppercase, one lowercase, and one number. Symbols are NOT required.

  1. Open the Admin Console by clicking the “Admin” button at the top right of your Okta Dashboard. 
  2. Click Directory from the sidebar on the left
  3. Click People from the sidebar on the left
  4. Search for the user and click their name to open the profile
  5. Click Reset Password.
  6. In the Reset Password dialog, select one of the following options:
    1. Send a reset password email: The password reset email is sent to the user’s primary and secondary (if available) email addresses. 
    2. Create a temporary password: You create a temporary password, which you can see. The account is marked as expired. The user is required to change their password the next time they sign in.
  1. Select Sign out user if you want to revoke all sessions for the user. This signs the user out of all Okta sessions on all devices and browsers. 

Click Reset Password.

If the user is a new hire make sure that OKTA verify is setup on their mobile device otherwise they will continue to loop at the login screen. Okta Verify Setup

Escalation:

 

If an escalation is necessary, please escalate to Tier 2 as the first POC, if Tier 2 is unavailable please escalate to SME.