Summary
Normally, when a user needs to reset their password we send them a password reset email from the Users page on the platform. However, sometimes these links are not sent out / received, or on occasion users are still unable to get in to their workspace - in these instances we need to manually set their login details.
Process
To manually reset a user's login details, open the Users page on the relevant workspace and select Reset Password. If the user is a Judge or Tribunal, this password can be something simple such as their name with 12@! added to the end - if this is a normal user we can use a random password generator. Next select Reset Memorable Word and set this as 123456. Once complete the following email can be sent directly to the relevant user, amending the red text accordingly, without the Opus 2 Team or any other email addresses in copy, for confidentiality reasons.
Email Template
Your account has now been unlocked, and your account details have been reset to the following:
Email Address:
Password:
Memorable Word: 123456
Please login at URL using your email address / username and change these details to something more memorable / secure from the Account page, accessible via the profile icon in the top-right of the screen. Note that usernames, passwords, and memorable words are all case-sensitive when logging into the platform.
CopyIf a Clerk has contacted us on behalf of the Judge to reset their details, we can CC them into the email containing the new login credentials.
If the user is accessing a local server in court, and therefore not accessing their account on the web version of the platfrom, the above process will not resolve their login issues. If this is the case, please speak to a SOL/SOM who will be able to update their details manually on the local server.