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

1. Changing the Password
   1. Manually type the password
      1. Type the new password in the Password window then click RESET Password. (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" Toggle will force the account to pick a new password the next time the End User logs in.
      4. Clicking the EYE will allow you to see and copy that password to share with the End User via any means you deem appropriate.
   2. Generate a Password
      1. If you want a randomly created password instead of one that you type in, click Generate
         
      2. You will see the window expand (you might have to scroll if your screen resolution is smaller than the box)
         
         1. Passphrase - this will generate English Words (with or without numbers) that might be easier to share with the End User
            1. You can select the size of the words (Short/Long)
            2. You can select the differentiator (the character between each word)
               
            3. You can select if you want numbers randomly added somewhere in the password.
         2. Complex Password (completely random characters that meet Microsoft's minimum requirements)
            1. Use the box or slider to pick how long the password will be.
            2. Select if you want the random password to include Number and/or Symbols
               

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.

Additional Connectwise Manage Pod Actions

https://support.getquickpass.com/hc/en-us/articles/1500010869781-How-to-Send-Password-Reset-Link-in-Connectwise-Manage-Service-Tickets

https://support.getquickpass.com/hc/en-us/articles/1500005994562-How-to-Verify-End-User-Identities-in-ConnectWise-Manage-Service-Tickets-Quickpass-Matched-Accounts

https://support.getquickpass.com/hc/en-us/articles/1500005915041-How-to-Unlock-End-User-Accounts-in-Connectwise-Manage-Service-Tickets