Error Clicking the the Link in the Forgot Password Email. Error: You Cannot Reset your Password You Haven't Selected an Answer to Your Password Hint. Try the Following: Contact your Company's Administrator for Assistance.

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    PRODUCT:

    BMC Helix Remedyforce Service Desk



    PROBLEM:

     

      Error: You Cannot Reset your Password You Haven't Selected an Answer to Your Password Hint. Try the Following: Contact your Company's Administrator for Assistance. 

     


    CAUSE:

    User record did not have a Question/Answer set.


    SOLUTION:

     

      Solution: The Remedyforce Admin will need to reset password from Users page: 
      
        
      
      Have the Admin Reset the User's Password: 
    1. Log into Remedyforce.  
    2. Click on Setup, under Administration Setup go to Manage Users | Users.  
    3. Pickup user that is having issue.  
    4. Click on Reset Password.  
      
      
      After the user created a new password and is able to login to Remedyforce, they will need to generate the Question/Answer for hints. 
      
        
      
      NOTE: This only applies to Self Service users.
      

    Having the Self Service User Reset their Password to Add the Hint:
    1. Log into Remedyforce Self Service.
    2. Click Username top right.
    3. Click on My Profile.
    4. Click on Change Password.
    5. Complete password and question and answer.
    6. Click Save.
    7. Verify the Self Service user can reset his or her own password.

     


    Article Number:

    000008003


    Article Type:

    Solutions to a Product Problem



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