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Requests will come through Zendesk from users asking for a new password to be generated
Once logged into Sitecore and on viewing the platform, select the User Manager from the Access Management section:
A list of all Sitecore users will appear and you can filter for a user by their first initial and surname i.e. jbloggs:
Once you have highlighted the selected user, click 'Change password' under the Users ribbon:
This window will appear. Once you click 'Generate' and select OK, the password will be changed instantly. It is important that you copy the password and send it to the user in a private email and not via Zendesk, where anyone can access the information.
For example, copy the password into a private email and send to jbloggs@tourismireland.com
Press OK to close the window
If this does not solve the issue, it is worth unlocking the users account which appears beside the 'Change password' option in the User section of the ribbon
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