The goal of this article.
To give an overview on how reset Password project works, what are the prerequisites for it to work properly and what does the process look like from the user/technician/administrator side.
The goal is not to give an extensive overview of what is possible with the project, a detailed component-by-component details or how to modify it to your needs. With some knowledge about Workflow projects it is fairly well readable project.
SD.Resetpassword project
Reset Password is an open project and can be opened with Workflow Manager to see how exactly it is built. It also includes a Business Model that gives a good overview of the process at high level. To open this Workflow project, start Workflow Manager and File > Open > SD.ResetPassword.package. The package will be unpacked to a folder with the same name and will remain in the Recent view in Workflow Manager.
Prerequisites:
- Active Directory profile must be set up:
Start > All Programs > Symantec > Workflow > Workflow Designer > Tools > Credentials Manager
It is recommended to set AD Profile up with domain admin to avoid permissions issues.
- All involved users (users to have their password reset and their managers) must have Email Addresses and telephone numbers populated in Active Directory. If this is not the case, there will be various issues, sometimes without a descriptive error message.
- A group needs to be created in the ServiceDesk portal called AD Administrators (tasks to call users are assigned to this group).
- SMTP server and 'mail from address' settings in ServiceDeskSettings must be set (Admin > Data > Application Properties > ServiceDeskSettings)
Process steps and description
Here is a verbose description of the process from user and technician view . Provided that the prerequisites listed above are met, you should not run into problems. I have included the ticket statuses and completion percentages here to help understand the ticket progression and its notation in the portal.
1. 'Specify AD Server' page will display and allow selection from list of AD Profiles that are set up.
2. On 'Request Form' page user whose password needs to be reset can be entered using username, e-mail address, first/last name or employee ID. If multiple users are found 'Duplicate Users Found' page with the list is displayed, allowing to select the correct one. On the same page notification method can be selected:
- Email the user's manager for approval
- Call the user
3. After selection, 'Confirm Request' page is shown where details on the request and the affected user are displayed. When details are confirmed, a ticket named ITSR-000### is created and assigned to the user's manager. A notification e-mail is sent to the manager with subject - ITSR-000### - Approval Required to Reset [User Name]'s Password
Status: 'Awaiting Approval' - 20%
4. In the ticket, manager has an 'Approve Request' Smart Task where request can be approved.
- If request is denied, ticket will be closed.
Status: 'Closed' - 100%
- If request is approved, password is reset:
Status: 'Approved by [User] in [Date]' - 40% > 'Password Generated' - 50% > 'Account Updated' - 60% > 'Notify via [Notification Method]' - 80%
- In case of problems resetting the password, a 'Determine Issue and Resolve it' task is created and assigned to AD Administrators for resolution.
Status: 'Failed to obtain user information from AD' - 70%
4a. If 'Email the user's manager for approval' was selected as notification method, e-mail will be sent to user's manager with subject: ITSR-000### - New Password for [User Name] (Please notify this user immediately)
- No issues - ticket will be closed
Status: 'Closed' - 100%
- Problems e-mailing the password to user's manager - process falls back to 'Call the User' method
Status: 'Notify via Email the user's manager for approval failed - Contact via Phone' - 80%
4b. If 'Call the user' was selected as notification method, a new 'Contact User with New Password' task will be created and assigned to AD Administrators group to call the user with the new randomly generated password.
- Calling the user was successful, ticket is closed.
Status: 'Closed' - 100%
- Calling the user was not successful, an e-mail with the password is sent to user's manager and a 'Provide Resolution' task is created and assigned to Service Managers for resolving the contact issues.
Status: 'Notify via Call the user failed - Contact via Manager Email' - 80%
Whether Service Managers can contact the user or not, the results are noted in the ticket and the ticket will be closed
Status: 'Closed' - 100%
Customizing E-mail Notifications
Open the project and:
- At the top of the left pane, click 'Find Components', check 'Filter By Type' an select 'Send Email' from the 'Type' list. You should see 5 results.
- Double click on the desired Send Email component, it will open the correct model and highlight the component. Double-click on the component.
- In Email Contents tab Contents section, 'Subject' and 'Html Content' are the fields you want to modify. Click '...' button at the right to edit and a fairly straightforward WYSIWYG editor opens.
Editing is the simple part, understanding which e-mail is sent when requires some understanding of the project - or trial and error with e-mails you have received while testing :)