GPS Account Password Reset

Overview:

Since the temporary password is sent via system generated email, Helpdesk no longer initiates remote sessions to provide the temporary password to proctors.

Recommended Troubleshooting:

GPS Account Password Reset Process

For Owned & Operated Sites:

1. Inform the TCA that a temporary password has been sent to their registered email address.
2. If the TCA does not have access to their email: 
   a. Follow the TCA Email Support SOP to resolve the email access issue (handled by T2).
   b. If the issue cannot be resolved, proceed to Step 3.
3. The technician may provide a temporary password:
   a. Verbally dictate the password over the phone (attempt to guide twice)
   b. Use Remote Access to provide the password directly (RA must be posted in the Team’s GC and should be approved by a Lead or T2 and a screen shot should be part of your documentation with your ticket in ZD, regardless of approval status.
4. Advise the TCA to contact their RSS or Site Admin to update their email address on file.

For Third-Party Sites:

1. Inform the TCA that a temporary password has been sent to their registered email address.
2. If the TCA does not have access to their email, refer them to their Site Admin to update the email address.
3. If a personal email address is registered, advise the proctor to recover the password by clicking forgot password or contact local IT.