Purpose Statement

This article provides administrators with the process for resetting user passwords within the public safety software platform. Password resets are essential for maintaining system security while ensuring users can regain access to their accounts when needed. This feature allows administrators to quickly restore user access without requiring complex technical support procedures.

Background Information

Password resets are a critical administrative function that ensures continuous system access for all users. This process is commonly needed when users forget their passwords, suspect their accounts have been compromised, or when onboarding new personnel who need initial password setup. Administrators have the authority to reset passwords for any user within their organization's system, making this a vital tool for user account management and system security maintenance.

Required Permissions

1. Users - Read
   
2. Users - Update 
   

Video

Step-by-Step Guide

Step 1: Navigate to User Management

Navigate to Admin > Users from the main navigation menu.

Step 2: Locate the Target User and Access their Record

Search for the user by entering their ID, email, or name in the search field, then select the Search button.

Step 4: Enter New Password

Enter a new password into the password field. Passwords are case sensitive. Ensure that what you provide to the user matches exactly what you have entered in the system.

Step 5: Save Changes

Select the Save button to confirm the password change. The user can now sign in with their email address and the newly assigned password.

Best Practices

Password Security:

• Create strong passwords that meet your organization's security policy requirements
• Use a combination of uppercase letters, lowercase letters, numbers, and special characters
• Avoid using easily guessable information like names, dates, or common words

Communication:

• Immediately provide the new password to the user through a secure communication method
• Instruct users to change their password upon first login if your organization's policy requires it
• Document password resets according to your organization's audit requirements

Administrative Efficiency:

• Reset passwords promptly to minimize user downtime
• Verify user identity before performing password resets
• Keep a record of password reset activities for security auditing purposes

Troubleshooting & FAQs

1. Q: What should I do if the user search returns no results? 
   
1. A: Verify the spelling of the user's information and try searching with different criteria (ID, email, or name). If the user still cannot be found, confirm they have an active account in the system.
   
2. Q: How do I know if the password reset was successful? 
   
1. A: After selecting Save, you should see a confirmation message. The user should be able to log in immediately using their email and the new password.
   
3. Q: What if the user reports they cannot log in with the new password? 
   
1. A: Verify that the password was entered correctly (remember it's case sensitive) and that the user is using their correct email address. Check if there are any account lockout issues that may prevent login.
   
4. Q: Are there any restrictions on password formats? 
   
1. A: Password requirements depend on your organization's security settings. Contact your system administrator if you need clarification on specific password policy requirements.