Sample runbook: Password reset
This sample runbook is ready-to-adapt starting points for common service request types. It is written the way Request Resolver reads best. To understand why they're structured this way, see Write knowledge Request Resolver can follow.
How to use the runbook
Names, teams, groups and URLs in this runbook are illustrative. Replace them with your own. They assume you also have an Admin Guidance article in the same knowledge base with your space-wide status rules (move from In Progress to Waiting for Customer, then to Escalated, Pending, and Resolved). The sample below lists only status changes specific to its topic.
使用する場面
Use this when an employee can't sign in because they've forgotten their password or it has expired. Not for account lockouts after too many attempts (see "Account unlock"). Not for MFA problems (see "MFA re-enrolment").
手順
Step 1: Verify identity. The request must come from the requester's own account. The reporter on the work item is the person whose password is being reset.
Step 2. If the reporter is asking on behalf of someone else, post a public comment tagging that person's manager to request approval, and wait for approval before continuing.
Step 3. Trigger a password reset for the user in Okta. This sends a reset link to their registered recovery email.
Step 4. Post the following comment and change the status to "Waiting for Customer":
Hi <user_name>, A password reset link has been sent to your recovery email address. It expires in 30 minutes. Once you've set a new password, reply here to confirm you can sign in. If the email hasn't arrived after 10 minutes, let me know.
Step 5. Wait for the requester to confirm they can sign in. If they reply that the email hasn't arrived, trigger the reset once more and repeat Step 3. If it fails a second time, set the Support Team field to "Identity & Access" and change the status to "Escalated".
Step 6. Once confirmed, move the work item to "Resolved".
Custom instructions
Never post a temporary password, reset code, or link in a comment. Only the reset email carries the link.
Never reset a password for an account whose reporter isn't the account owner without recorded manager approval.
Don't ask the user for their old password or any security answers.
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