The ticket: Forgot my Windows password – now locked out
What you'll practise
- Verify the caller
- Find Alan's account
- Reset and unlock
- Tell Alan what happens next
At dont, Tier 1 is delegated Reset Password on DONT › Staff. Domain Admin isn't needed.
Keyword: locked out
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Unlock a locked-out account
The ticket: "The referenced account is currently locked out" at Windows sign-in
What you'll practise
- Go to the Engineering OU
- Open Ken's Account tab
- Unlock the account
- Stop it happening again
At dont, Tier 1 is delegated the right to unlock accounts and reset passwords on DONT › Staff.
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Reset a forgotten password
The ticket: Forgot password after vacation – can't sign in
What you'll practise
- Open Grace's account
- Verify the caller
- Reset the password
- Hand over the password
Helpdesk and Password Administrators can only reset passwords for non-admin users.