Service Desk R11.2 Upgrade Procedure - Resetting USD passwords and unlocking accounts in etrust Web Admin

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1 Service Desk R11.2 Upgrade Procedure - Resetting USD passwords and unlocking accounts in etrust Web Admin Purpose of document The purpose of this document is to assist users in reset their USD passwords using the etrust Web Interface. When and why would I use the etrust Web Interface? This interface will be used when you are unable to login to Service Desk because your password may have expired or you have attempted to login more than three times (Locked out your account) or just simply forgot your Service Desk password. When logging onto a domain, AD will notify you of your account status (when your password will expire), Service Desk, on the other hand, cannot notify you of this, its therefore imperative that you make use of the etrust Admin Web interface, to manage your Service Desk account. Service Desk User accounts have the same policy requirements as an Active Directory User account. Active Directory Policy Service Desk password complexity minimum requirements Not contain the user's account name or parts of the user's full name that exceed two consecutive characters Be at least eight characters in length Contain characters from three of the following four categories: o English uppercase characters (A through Z) o English lowercase characters (a through z) o Base 10 digits (0 through 9) o Non-alphabetic characters (for example,!, $, #, %) Complexity requirements are enforced when passwords are changed or created Hewlett-Packard Enterprise Services.

2 How do I access the etrust Web Interface? You can access the etrust Web Interface via the following link: Logon using your existing Service Desk credentials. Or from Service Desk, Click on View and select etrust Password Reset Make sure that you have a certified browser on your machine Please ensure that you have the one of the certified browsers on your machine before trying to logon to the USVD Web Client else you might experience problems. The only certified browsers at the moment are: Microsoft Internet Explorer 7.0 Microsoft Internet Explorer 6.0 with Service Pack 1 applied Microsoft Internet Explorer 6.0 with Service Pack 2 applied Mozilla Firefox 1.5 Firefox 2.0 Why the etrust Web Interface? This is different to the Service Desk Web page. This interface is widely used to link multiple domains to different applications. In our case, we use it, as the middle man between Active Directory (NSM Domain) and Service Desk (Central call logging system). Your Service Desk password and Active Directory password is the same. Not all users will log into the NSM Active Directory environment, but everyone needs to log into Service Desk. There will be times when you will forget your service desk password or enter in the correct password incorrectly and lock out your account. In this case, you can either log a call with the helpdesk to reset your service desk password, or simply log into the etrust web interface and make the necessary changes yourself Hewlett-Packard Enterprise Services.

3 USER ID : Both etrust and service desk, uses the same user ID. PASSWORDS : Both etrust and service desk passwords is initially set the same, we urge users to change them as soon as possible. You can, set both etrust and service desk to the same password, but, please try and keep them different. Make the etrust password something you will never forget..the etrust web interface provides users the ability to reset their own passwords for Service Desk. Why do I have two passwords? The reasoning behind this, is to have our users in the organization as self sufficient as possible. Try and keep the etrust Web Interface password simple, easy to remember, so that if you forget the Service Desk password, you will be able to log into the etrust Web Interface, and reset or unlock your Service Desk Account on your own. How does it work? - Technical Service Desk authenticates directly to Active Directory (AD). The etrust Server links directly into Active Directory, and copies the user credentials to itself. So initially your password in all 3 environments (Active Directory, Service Desk and etrust Web Interface) is the same. But now, your user account exists in two different databases (AD and etrust Admin) When you reset your service desk password via the etrust web interface, etrust initiates a connection directly to AD, and changes your password there. Your password within etrust Admin does NOT change, and will still stay the same as what it was originally,. this is how you end up with 2 passwords. 1. Logging into the etrust Web Interface Once opening the link mentioned above, the following page will be displayed: Hewlett-Packard Enterprise Services.

4 Enter your Service Desk user id and the CURRENT password. This will take you to the user administration home page: Hewlett-Packard Enterprise Services.

5 You will now see the options available to you on in the menu on the left side of the screen. 2. Changing your Service Desk Password The first option you see available to you is to change your Service Desk Password. Clicking on this link will bring up the following page: Check the tick box, type in your new password, confirm the password in the text box provided and click on the Apply Hewlett-Packard Enterprise Services.

6 3. Unlocking your service desk account If you have made three unsuccessful attempts to login to Service Desk, your account will be locked out, you will then need to unlock your account. You can do this by selecting the Unlock option: Check the tick box and click Apply this will unlock your account. You will now be able to login to Service Desk with the same password UNLESS your password has expired. 4. Changing your etrust Web Interface Password The second option you see available to you is to change your etrust Web Interface Password. Clicking on this link will bring up the following page: Enter in your current password in the first text box, type in your new password in the second text box and confirm the password in the third text box, and then click on the Apply Hewlett-Packard Enterprise Services.

7 This password allows you access to the above interface. Please keep it simple, easy to remember, so that if you experience any issues with your Service Desk credentials, you will be able log into this interface and resolve it yourself Hewlett-Packard Enterprise Services.