PASSWORD
RESET
QUEUE
PROCESS
1
START CALL WITH STANDARD GREETING
“Thank you for calling the LCMC IT Service Desk. This is _____ .
• May I have your first and last name please?
• What's a good contact number?
• What facility are you with?
Thank you for that information. How may I assist you?”
Everyone MUST start with this greeting. DO NOT DEVIATE.
Create a ServiceNow ticket and fill in caller name, contact number, and
location.
2
IF MULTIPLE CALLER OPTIONS
Ask for username or work email to confirm.
• “Can you provide me with your username or work email?”
• “How do you spell your name?”
Username
FOR SECURITY REASONS DO NOT GIVE OUT ANY USERNAMES
WITHOUT FIRST VERIFYING THE USER’S INFORMATION (SLIDE 6)
If you cannot locate user from caller field:
• Confirm user is active within Active Directory
If AD is expired/disabled OR misspelled If AD active but unavailable to select in
spelling OR user is not in AD ServiceNow
• COLD TRANSFER TO MAIN QUEUE • Use “Service SAW” for caller and write user’s
• SKIP TO SLIDE 11 name in description.
• Continue with assistance
(CONTINUE TO NEXT SLIDE)
3
ASSISTING THE USER
“How may I assist you today?”
“What system are you trying to log into?”
“Let me look into this for you”
“I am pulling up information now”
“What username are you entering?”
Password Reset Queue should only LCMC AD Passwords work for:
assist with: • PC/Computer login
• Unlocking AD accounts • Epic
• Resetting AD passwords • Imprivata
• DUO
• Unblocking Epic profiles
• Email – outlook.office.com
• DUO Registration • Sharepoint
Username format for these should be:
• SmartSquare firstname.lastname@lcmchealth.org
• Workday
• Learning Center
4
VERIFY USER BEFORE PASSWORD RESET
“Can you confirm your username?”
“Can you confirm your date of birth?”
“Can you confirm your cell phone number?”
• The user MUST be present on the call to verify 2 of 3 above.
• Attempt to verify Username FIRST.
• Verify Date of Birth and Cell Phone by clicking User
Record on ServiceNow
• FOR SECURITY REASONS DO NOT GIVE OUT ANY USERNAMES
WITHOUT FIRST VERIFYING THE USER’S INFORMATION.
• If user is NOT in ServiceNow, see next slide.
5
VERIFY USER NOT IN SERVICENOW
If user is NOT in ServiceNow, you must check AD properties for user
Check AD properties for: 1. Click Properties
extensionAttribute12 (DOB) 2. Click Extensions
extensionAttribute2 (Cell #) 3. Navigate to Attribute Editor
4. Scroll until you find extensionAttribute12 (DOB) & extensionAttribute2 (Cell #).
2
1
6
AD UNLOCK
Follow normal AD Unlock process.
“I have unlocked your account. Can you please try logging in again?”
Change user AD password if still not able to log in. (NEXT SLIDE)
1. Click Global Search
2. Enter user’s name then select Search 2
3. Highlight user’s name then click Unlock
4. Validate that user can log in
1 3
7
AD PASSWORD RESET
Follow normal AD Password Reset process.
Direct user to password reset website to change.
“Please go to the website passwordreset.lcmchealth.org to log in with this temporary password.”
User’s Info MUST be verified before a password reset.
2
1. Click Global Search 3
2. Enter user’s name then select Search 1
3. Highlight user’s name then click Reset password…
4. Enter one of the approved passwords then select OK.
• It MUST be one of the pre-approved passwords.
• Checkbox MUST be checked for “User must change password at next log on.
DO NOT UNCHECK.
5. Direct user to go to passwordreset.lcmchealth.org to create a new password
6. Validate that user can log in after creating a new password.
8
UNBLOCK EPIC PROFILE
Unblock profile from within Epic
“I have unlocked your account. Can you please try logging in again?”
Change user AD password if still not able to log in
2
1. Open Epic Hyperspace PRD
2. Select User Snapshot 3
3. Type username in search box and press enter
4. Select Continue
5. Select Accept 4 5
6. Click Unblock if account unblocked (see screenshot)
NEVER select INACTIVE/ACTIVATE on the right
9
DUO REGISTRATION
If user needs assistance with enrolling DUO, follow normal DUO enrollment process.
“Can you confirm your cell phone number?”
“I have sent an activation text to your phone. Please confirm and click the link to activate your DUO”
Adds user’s phone to DUO
If the user gives you a cell phone
that DOES NOT MATCH phone
number listed, transfer to Main
Queue (SEE NEXT SLIDE)
Activates user via text message
Do NOT make changes to this box!
10
COLD TRANSFER ALL OTHER ISSUES TO MAIN QUEUE
For ALL ISSUES you cannot resolve, including disabled AD, etc – COLD TRANSFER TO MAIN QUEUE
DO NOT attempt to transfer to Provisioning
“Let me transfer you to our advanced technicians to assist you further.”
1. Select Transfer on Dialpad
2. Type LCMC Main (select option listed LCMC PASSWORD)
3. Select Transfer Now
4. Submit Resolved ticket with 6CALL TRANSFER template. Caller should be listed as Service SAW.
4
2 3
SUBMIT RESOLVED TICKET
Select ServiceNow template according issue.
"Thank you for calling the LCMC IT Service Desk and have a great day."
Available Templates in ServiceNow
Password Reset Queue handled tickets should always be assigned to
• 0000USER EDUCATION your own name and resolved. Your tickets should NEVER remain
• 00020Hang Up/No Caller active.
• 1 Password Reset/Unlock
• 3EPIC BLOCKED ACCOUNT
• 6CALL TRANSFER
• 8DUO Registration/Activation
12
Have a question?
Please direct your questions to your team lead first.
If your team lead is not available, reach out to
Sparkhound team leads through Microsoft Teams!
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