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Password Reset gives a user a new temporary password, shown to you once and, if you choose, emailed to an address or their manager. Use it when someone’s forgotten their password or a password needs changing. It needs Microsoft 365 connected, and the desktop agent for a client that syncs on-premises Active Directory.

Password Reset in 50 seconds: what it asks, what it does and what you get.

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What the form asks

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What it does

  1. Creates a ticket in your PSA, if Ticketing is on.
  2. Waits for approval, if Approval is Internal or External.
  3. Reset Password: sets a generated temporary password, such as Swift-Harbor-4826!, in the client’s Microsoft 365. For an AD-synced user on a client that syncs on-premises AD, Reset On-Prem Password sets it in Active Directory through the desktop agent instead.
  4. Send Password: emails the password to the address or manager from the form, with the subject “Your password has been reset”. It’s skipped if you chose Don’t send — I’ll hand it over.
With Log actions to the ticket on, the ticket also gets a note when the run starts, after Reset Password and Send Password, and when the run completes. The notes don’t include the password. The run result shows the temporary password once, with Copy, even when the run is waiting for approval; it’s set once the request is approved. Someone who submits Password Reset on a public form never sees it, so it reaches only the recipient the form names.

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Configure it

Go to Config and click Password Reset.

Configure Password Reset: every option, step by step (1:16).

Approval, Ticketing and User directory filters are set on Base config and apply to every client unless you override them for one. For how Base config and client overrides work, see How configuration works.

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Troubleshooting

The user has no manager in Microsoft 365. Set their manager in the client’s tenant, or choose A specific email address on the form. The same fix applies to ”…‘s manager has no email address in Microsoft 365”.
Check User directory filters. By default the list leaves out unlicensed users, accounts whose sign-in is blocked and guests, as well as anyone in an Entra role you’ve excluded.