Prerequisites

• Match Connectwise Contacts with Quickpass Accounts https://support.getquickpass.com/hc/en-us/articles/1500005978882-Match-Connectwise-Contacts-with-Quickpass-Accounts 

Reset End-User Passwords in Connectwise Manage Service Tickets

1. In Connectwise Manage open a service ticket that was emailed in by an end-user or created manually. Ensure both the company and contact are filled in for the service ticket and the contact has an email address populated. 

Note: The email address for the Connectwise contact must match the email address for the end-user account in Quickpass.

2. In the Quickpass pod click the Reset Password link

3. Changing the Password

1. Manually type the password
   1. Type the new password in the Reset Password window then click RESET. (click the "EYE" to see what is being typed into the box)
      
   2. As you type the password into the box, if the password does not match the Password Rules from the Active Directory or O365 Password Policy there will be a warning below the password to indicate it doesn't match the Policy.
   3. Selecting the "Temporary" Box will force the account to pick a new password the next time the End User logs in.
   4. Clicking the box will allow you to copy that password to share with the End User via any means you deem appropriate.
2. Use the Generate Password Link
   1. Click the Generate Password link.
      
   2. Select the password type you would like to use.
      1. Complex Password - Random Complex Character Password
         1. Change the value or use the slider to change the password to a Random Complex Password with the specified length.
            
         2. Click Refresh button if you want to change this to another randomly generated value.
         3. Clicking the box will allow you to copy that password to share with the End User via any means you deem appropriate.
      2. Passphrase
         1. Select either the Four Long or Five Short Word Password Passphrase option
            
         2. Click Refresh to Generate a new Passphrase option.
         3. Clicking the box will allow you to copy that password to share with the End User via any means you deem appropriate.  Use this if the entire password value does not appear on the screen.

In the Internal notes section you will also see a confirmation log entry with the description "Quickpass password reset - success"

Note

• If the status of the account has changed while the service ticket is open refresh the web page on your browser or navigate out of the service ticket and back in to reload the content of the Quickpass pod and the account status will reload.