Resetting Challenge Questions

This section describes the steps the user needs to reset their challenge questions.

About this task

The Reset Challenge Questions email function is launched from the user's Details page, in the Maintenance section, and is used when the user forgets the answers to their challenge questions.

Features include:
  1. The Reset Challenge Questions email function only becomes available if the client has enabled the use of challenge questions.
  2. The Reset Challenge Questions email function reset both the user's password and challenge questions.
Note: A user only needs to answer challenge question in the forgot password workflow. Anytime the user forgets their challenge questions they have already forgotten their password as well. Therefore this maintenance action resolves both issues by forcing the user to create a new password and also to setup new challenge questions.

Procedure

To access the user's Details page,

  1. Enter the user criteria in the Search field on the Search Users page and select Go.
  2. Once found, select the Last Name link for that user. The Details page for that user opens.
    Figure 1. User's Last Name link
    Select the Last Name link for the user to open the User Details page.

On the User Details page,

  1. Select the Send the Reset Challenge Questions email link. A confirmation dialog window opens with the following message: Do you wish to send the Reset User email?
    Figure 2. User's Details page
    Select Send the Reset Challenge Questions email on the User's Details page.
    Figure 3. Confirmation Dialog Window
    Select Yes, Proceed in the confirmation dialog window.
  2. Select Yes, Proceed to have the system send out the Reset Challenge Questions email to the user.