Notify Users to Enroll

You can send email notifications to unenrolled users, directing them to enroll their identity store accounts in GroupID. Notifications can be sent to:

• All users in all identity stores created in GroupID
• All users in an identity store
• Specific users

Users must have an email address to receive notifications.

What do you want to do?

• Send Enrollment Notifications

Send Enrollment Notifications

1. In Admin Center, click Helpdesk in the left pane.
   On the Helpdesk page, the Helpdesk Operations tab is displayed by default.

2. Do the following:

   • To send enrollment notifications to all users in all identity stores in GroupID, make sure All is selected in the Identity store box. Then click Notify All Users.
   • To send the notification to specific recipients, search for the required users and click Notify All Users. See the Search Users topic to perform a search.

   Notifications are sent to all users listed on the Helpdesk Operations tab, including those on other pages (use the navigation options at the bottom of the listing to view the pages). To send it to specific users in the listing, select the check boxes for them and click Notify All Users.

3. On clicking Notify All Users, the Compose email dialog box is displayed.

   1. The Recipients box is read-only.
   2. The Subject box displays the default subject line. You can choose to use it or replace it with your own text.
   3. Specify the authentication type(s) you want the users to enroll their account with.
      In the Enrollment Types drop-down list, click All if you want users to enroll with all the available authentication types, or select the authentication types you want users to enroll with.
   4. The Message box displays the default message text. You can choose to use it or replace it with your own text.
   5. Click Notify.

See Also

• Helpdesk
• Helpdesk Operations

Export Users' List to a File

You can export users' information to an Excel, XML, or CSV file.

What do you want to do?

• Export Users

Export Users

1. In Admin Center, click Helpdesk in the left pane.
2. The Helpdesk page opens to the Helpdesk Operations tab. You can export all users in all identity stores to a file or filter the listing to export specific users only. To filter the list, see the Search Users topic.
3. Select the check boxes for the users you want to export or click the check box in the header row to select all users. Then click Export.
4. Select a file format in the list. The file is saved to the download location specified in your browser settings.

See Also

• Helpdesk
• Helpdesk Operations

Helpdesk Operations

Helpdesk users can perform the following actions in Admin Center:

• Reset Passwords
• Unlock Accounts
• Notify Users to Enroll
• Unenroll a User
• Search Users
• Export Users' List to a File

Reset Passwords

Admin Center provides a variety of options to helpdesk users for resetting passwords and then communicating them to users.

NOTE: You can reset passwords of unenrolled users if (a) the Reset Any Password permission has been granted to your role and (b) the Helpdesk policy for your role is set to the unrestricted mode.

Helpdesk users may have to authenticate end users before resetting their passwords. See the Helpdesk Policy topic.

What do you want to do?

• Reset Passwords in Unrestricted Mode
• Reset Passwords in Restricted Mode

Reset Passwords in Unrestricted Mode

1. In Admin Center, click Helpdesk in the left pane.

2. The Helpdesk page opens to the Helpdesk Operations tab. Locate your required user. To search for a user, see theSearch Users topic.

3. Click the ellipsis button for the user and select Reset Password. For enrolled users, the Reset Password dialog box has two pages: Authenticate and Reset. Under the unrestricted mode, you can skip the former and move to the Reset page. For unenrolled users, only the Reset page is available.
   Use the History button to view user history, i.e., the actions performed on the user and by the user. This history is specific to helpdesk functions, as listed in the History in Helpdesk topic.

4. The Reset page displays the user name, the identity store where this user resides, the last time the user changed his or her password, and the lock status of the account. In case the user has linked his or her accounts that exist in different identity stores, this page displays all linked accounts that require a password reset.
   Select an account to reset its password.

5. Depending on the password reset method enforced for your role, you can reset the password and communicate the new password to the user, or you can generate a secure link and send it to the user for resetting the password.

   • The New Password tab is displayed if you are authorized to generate a new password and send it to the user.
   • The Secure Link tab is displayed if you are authorized to send a secure link to the user.
   • Both tabs are displayed if you are authorized to choose any password reset method.

6. On the New Password tab:

   • Enter a password of your choice in the Password box or click Generate Password to generate a random password.
   • Select the user's mobile number and/or email address in the Select Mobile and Select Email boxes to send the new password to the user by SMS or email or both.

7. On the Secure Link tab:

   • Select the user's mobile number and/or email address in the Select Mobile and Select Email boxes to send the secure link to the user by SMS or email or both. The user must click this link to reset his or her password.

8. Click Reset Password.

Reset Passwords in Restricted Mode

In the restricted mode, you will not be able to reset passwords for unenrolled users. Further, you could be restricted to:

• Reset passwords of enrolled users residing in a specific OU.
• Authenticate enrolled users through the multifactor authentication policy applicable to the user before resetting their passwords. The Security Questions authentication type may be mandatory.

See the Helpdesk Policy topic.

To reset a password in restricted mode:

1. In Admin Center, click Helpdesk in the left pane.

2. The Helpdesk page opens to the Helpdesk Operations tab. Locate your required user. To search for a user, see theSearch Users topic.

3. Click the ellipsis button for the user and select Reset Password. The Reset Password dialog box has two pages: Authenticate and Reset.
   Use the History button to view user history, i.e., the actions performed on the user and by the user. This history is specific to helpdesk functions, as listed in the History in Helpdesk topic.

4. The Authenticate page displays the authentication type(s) the user's account is enrolled with. You could be restricted to authenticate the user according to the authentication policy that applies to the user.
   Click the plus sign for an authentication type to expand it.

   • Security Question

     1. Get the answers to the questions from the user and enter them in the answer boxes.
     2. Click Verify for each answer to verify it.

   • Mobile

     1. The mobile number with which the user’s account is enrolled is displayed in the box. Click Send Code to send an access code to the user’s mobile number.
     2. Get this access code from the user and enter it in the box.
     3. Click Verify.

   • Email

     1. The email address with which the user's account is enrolled is displayed in the box. Click Send Code to send an access code to the user’s email address.
     2. Get this access code from the user and enter it in the box.
     3. Click Verify.

   • Authenticator

     1. Get a valid access code from the user, as displayed to him or her in the Authenticator app and enter it in the box.
     2. Click Verify.

   NOTE: Helpdesk cannot authenticate users with the Link Account, YubiKey, and Windows Hello authentication types.

5. Click Next.

6. On the Reset page, you can reset the password. Follow step 4 and onwards in the Reset Passwords in Unrestricted Mode topic for details.

See Also

• Helpdesk
• Helpdesk Operations

Search Users

Helpdesk users can search for users in specific identity store(s) or all identity stores defined in GroupID. A search filter is also available to help you narrow down your search results.

What do you want to do?

• Perform a Search

Perform a Search

1. In Admin Center, click Helpdesk in the left pane.

2. The Helpdesk page opens to the Helpdesk Operations tab. It lists all users from all identity stores in GroupID (notice that All is displayed in the Identity store box).

3. Use the following options to filter users:

   • Identity store box - To get users from one or specific identity stores, click in the Identity store box and select the check boxes for the identity stores you want to fetch users from.

   • Search Users box - Enter a search text and press Enter. Users with the first names, last names, or email addresses matching the text are filtered and displayed.

   • Search filter - You can also search users based on enrollment. Click Filter(s). The Filter(s) dialog box is displayed with the following options:

     • Enrolled with: click in the box and select the authentication type(s) to restrict search to users enrolled with any of those authentication types.
     • Not Enrolled with: click in the box and select the authentication type(s) to restrict search to users not enrolled with any of those authentication types.
     • Click Apply. Users matching the given criteria get listed.

View Users' Information

For a user, the following information is displayed:

• Name: the display name of the user.
• Store: the name of the identity store and the domain the user resides in.
• Is Locked: displays whether the user account is locked or not.
• Password Expires On: the date when the user account password will expire. If the password is set to Never Expire, then Never Expires is displayed here.
• Last Password Set: the time since the user last changed their password, for example, 'one year ago'. For users who never changed their passwords, Never is displayed.
• Enrolled With: the authentication types used to enroll the account in the identity store. For users who have not enrolled their accounts, Not Enrolled is displayed.

Use the pagination options at the bottom of the listing to navigate through records.

Click the ellipsis button for a user to perform any of these actions:

• Reset password
• Unlock account
• Send enrollment reminder
• Unenroll account

See Also

• Helpdesk
• Helpdesk Operations

Unenroll a User

Users are enrolled in an identity store using one or more authentication types. You can unenroll a user account for any of the authentication types the account is enrolled with.

For example, if a user's account is enrolled with the Security Questions, Email, and YubiKey authentication types, you can unenroll the account for YubiKey. As a result, the account continues to be enrolled with Security Questions and Email.

What do you want to do?

• Unenroll a User for an Authentication Type

Unenroll a User for an Authentication Type

1. In Admin Center, click Helpdesk in the left pane.
2. The Helpdesk page opens to the Helpdesk Operations tab. Locate your required user. To search for a user, see theSearch Users topic.
3. Click the ellipsis button for the user and select Unenroll Account.
   The Unenroll Account dialog box displays the authentication types the user account is enrolled with.
4. Select the check boxes for the authentication type(s) you want to unenroll the user account with.
5. Click Unenroll and then Unenroll on the confirmation dialog box.

See Also

• Helpdesk
• Helpdesk Operations

Unlock Accounts

Administrators can enforce an account lockout policy for a domain that locks a user account after a certain number of failed login attempts. This secures a machine from unauthorized access. However, legitimate users may also get locked out; typically because of a typo or they could not recall their password correctly.

In such a situation as this, helpdesk users can unlock user accounts in an identity store.

Helpdesk may have to authenticate users before unlocking their accounts. See the Helpdesk Policy topic.

NOTE: You can unlock the account of unenrolled users if (a) the Unlock Any Account permission has been granted to your role and (b) the Helpdesk policy for your role is set to the unrestricted mode.

NOTE: GroupID does not support account unlock in a Microsoft Entra ID identity store.

What do you want to do?

• Unlock User Accounts in Unrestricted Mode
• Unlock User Accounts in Restricted Mode

Unlock User Accounts in Unrestricted Mode

1. In Admin Center, click Helpdesk in the left pane.
2. The Helpdesk page opens to the Helpdesk Operations tab. Locate your required user. To search for a user, see theSearch Users topic.
3. Click the ellipsis button for the user and select Unlock Account. For enrolled users, the Unlock Account dialog box has two pages: Authenticate and Unlock. Under the unrestricted mode, you can skip the former and move to the Unlock page. For unenrolled users, only the Unlock page is available.
   Use the History button to view user history, i.e., the actions performed on the user and by the user. This history is specific to helpdesk functions, as listed in the History in Helpdesk topic.
4. The Unlock page displays the user name, the identity store where this user resides, the last time the user changed his or her password, and the lock status of the account. In case the user has linked his or her accounts that exist in different identity stores, this page displays all linked accounts that are locked.
   To unlock an account, select the check box for it and click Unlock.

Unlock User Accounts in Restricted Mode

1. In Admin Center, click Helpdesk in the left pane.
2. The Helpdesk page opens to the Helpdesk Operations tab. Locate your required user. To search for a user, see theSearch Users topic.
3. Click the ellipsis button for the user and select Unlock Account. The Unlock Account dialog box has two pages: Authenticate and Unlock.
   Use the History button to view user history, i.e., the actions performed on the user and by the user. This history is specific to helpdesk functions, as listed in the History in Helpdesk topic.
4. The Authenticate page displays the authentication type(s) the user's account is enrolled with. to authenticate the user, follow step 4 in the Reset Passwords in Restricted Mode topic.
5. After authenticating the user, click Next.
6. The Unlock page displays the user name, the identity store where this user resides, the last time the user changed his or her password, and the lock status of the account. In case the user has linked his or her accounts that exist in different identity stores, this page displays all linked accounts that are locked.
   To unlock an account, select the check box for it and click Unlock.

See Also

• Helpdesk
• Helpdesk Operations