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password.mp4

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👤 Reset Account Password

👑 1st Option: SJSUOne Password

Info

Tutorials

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  • OKTA Admin

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This method will either send a link to the customers SJSU and personal email or issue a temporary password to be sent to the customer via correspondence

  • Self Service password reset

Users can use OKTA’s built in self service tool:

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titleView Steps

  1. In the single sign on page select Forgot password

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  2. Enter a personal or secondary email adress you would like the reset email to be sent to

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  3. Select Send me an email and check your inbox

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  4. In the email you will recieve a link to reset your password. You may be asked to answer your security question upon clicking the link. If you do not know your security question you may have to contact the IT Service Desk for further assitance.

  5. If you do not see the email in your inbox check your spam folder. If you still do not see it you may have to contact the IT Service Desk for further assitance.

If a customer is not recieving the email from the self service or is having other difficulties you will have to reset their password using OKTA Admin

Info

For tutorial on Resetting passwords in OKTA Admin visit the training page: https://sjsu-its.atlassian.net/wiki/spaces/SDT/pages/2556428293/OKTA+Admin+Training#Reset-Password

Set up through SJSUOne Password Set/Reset (Customer Walk-Through)

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Customer
Note

No longer used for self service this is for first time setupONLY

Info

Requires:

  • Date of Birth

  • Last 4 Digits of SSN

  • OR Email Address

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titleView Steps

  1. Go to https://sjsuone.sjsu.edu/sjsuone/resetpassword

  2. Enter your SJSU id number and accept the terms at the bottom

  3. Use either option 1 or 2

    Option 1 requires DOB and last 4 of SSN

    Option 2 sends an email to the email account with a link

Info

If none of the options are available for the user, therefore greyed out and do not have selectable fields, then they either do not have the following information on their account

  1. Date of birth

  2. SSN

  3. Email address

Then the user will have to submit an Account Help Form.

Option 1: DOB and Last 4 of SSN

Option 2: Email Link

  1. Set Create a new password following the requirements

  2. Click continue to set a new your password and finished

  1. Selecting the email option will bring the next page and an email 

  2. Click on the link in the email

  3. Fill in your SJSU id number and a new create your password following the requirements and finished

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Expand
titleError when attempting to set a new password.

Either the user is using an old password or they are locked out and cannot set a new password.

If the user is locked out, have the customer wait the lock out time or unlock the user and have them set a new password. The password they set when they got this error will not be available to use.

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🥈 2nd Option: OKTA

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This method will issue a temporary password to be sent to the customer via correspondence

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  1. Go to sjsu.okta.com

  2. Enter your SJSU ID number and OKTA password.

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  3. You will be prompted to complete your two-factor authentication using DUO.

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  4. Once you have successfully authenticated DUO using your smartphone/FOB, you will see this screen. Click on Admin.

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    This is the new interface. However, you would have the option of switching to the old interface if you prefer that. In the old interface the screen would look like this:

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  5. You will now see your Dashboard screen. Here, locate Directory > People

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  6. In the Search field you can look up people by SJSU ID or name (SJSU ID will give you more accurate result as there may be many people with the same name).

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  7. Click on the user’s name whose password needs to be reset. You will see one of the two screens shown here. Select Reset Password/Resend Password Email to continue.

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  8. You will see the following options to reset the password in both cases:

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  9. Clicking on Temporary Password will generate a random string of characters that can be give to them over phone (or email).

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  10. The User will then sign in using the temporary password and will immediately be asked to change their password. Here in the Old Password field, the User will enter the temporary password.

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  11. After the password gets changed, the User will need to set a security question and answer. Once they have set the answer for their security question, they can log in and access their account.

*The answer for security question should be 4 or more letters

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🥉 3rd Option: HDPR Tool (Service Desk ONLY) [Currently not in use]

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Once you have a set a password with HDPR

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  1. Navigate to https://sjsuone.sjsu.edu/HDPR/

  2. Enter YOUR 9 digit employee number and password

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  3. Enter the SJSU ID number of the CUSTOMER in the box (please note: hitting the "enter" key on this screen after typing the ID number will sign you out of HDPR)

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  4. Click "Select" to select the customer

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    If the customer provided an invalid ID number, or their SJSU ID has expired (it's been more than 24 months since they last attended the school), the search results will look like this:

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To set a new temporary password, select "Yes" to set a new temporary password for the user and send/give to the user.
To unlock a user's account, select "Unlock" to unlock the user's account. Double check the lockoutTime variable in LDAP. It should go from a listed time to unspecified.

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