👤 Reset Account Password
👑 1st Option: SJSUOne Password Reset (Customer Walk-Through)
Customer Requires:
Date of Birth
Last 4 Digits of SSN
Email Address
Enter your SJSU id number and accept the terms at the bottom
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
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
Date of birth
SSN
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 |
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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.
🥈 2nd Option: OKTA
This method will issue a temporary password to be sent to the customer via correspondence
Go to sjsu.okta.com
Enter your SJSU ID number and OKTA password.
You will be prompted to complete your two-factor authentication using DUO.
Once you have successfully authenticated DUO using your smartphone/FOB, you will see this screen. Click on Admin.
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:
You will now see your Dashboard screen. Here, locate Directory > People
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).
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.
You will see the following options to reset the password in both cases:
Clicking on Temporary Password will generate a random string of characters that can be give to them over phone (or email).
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.
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
🥉 3rd Option: HDPR Tool (Service Desk ONLY) [Currently not in use]
Once you have a set a password with HDPR
The user will always need to go to sjsuone.sjsu.edu/sjsuone/profile to set a new password with the temporary password.
Navigate to https://sjsuone.sjsu.edu/HDPR/
Enter YOUR 9 digit employee number and password
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)
Click "Select" to select the customer
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:
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.
