Password Rest for Customer Portal

[Richard Maltese]

I was wondering if there is a way with the Service Desk portal that an Agent can reset a customers password with out the customer having to go to the portal and try to reset the password via emailed link? 

[Elizabeth Hernandez-Paz]

I am having a similar issue new users wanting to signup/set up their credentials and when they enter their email to obtain the setup credential link it reads it is a bad link that is trying to direct them over to the portal. The new attempt possible user has already copied and pasted the link into browser as well and it is still not working. She has emailed our service desk before and I see her email address/profile looks fine just that we would like her to have the ability to sign on using her credentials to view status of her open tickets etc..

[Liam McD]

This has been reported to Atlassian and was being tracked in this ticket:

Password reset feature has no effect on customer accounts on JIRA Service Desk 

Currently, the resolution is set to "Won't Fix" so it is not under consideration. There is a workaround at the bottom of the description to allow admins to access the customer password restart.

[Chrisjir Parkin]

This applies to Cloud instances.  What about Jira Service Desk for Server instances?

[Victor Mutambuki]

Richard,

You'd have to be a JIRA admin to do so and not an agent.

Please see links below

https://confluence.atlassian.com/adminjiraserver073/managing-users-861253164.html?_ga=2.55353963.1740361723.1529926680-2036332451.1475171229#ManagingUsers-ChangingaUsersPassword

http://confluence.atlassian.com/display/JIRA/Configuring+JIRA+Options

victor

[Richard Maltese]

Victor, 

These documents seem to be about users in Jira. I need something Specific to my Service Desk Customers. The documents are for if you had in house Server setup. We are running off the Cloud services. Not sure if that makes a difference. 

[Victor Mutambuki]

Richard,

How are your customers coming i to your portal?

1. Via JIRA

2. Via public sign-up

3. You add them directly to the service desk?

Victor

[Richard Maltese]

Public sign up by going to our "Service Desk Portal URL". Main reason we are looking into this is we seem to have issues at times of users not getting the email to reset their passwords. 

[Richard Maltese]

We have it set so you have to sign in to the portal to create a issue ticket. 

[Victor Mutambuki]

Richard,

So since it's public sign-up, you must have allowed them to sign up in JIRA and then allowed them to do the same in Service Desk.

Passwords are therefore managed in JIRA...i believe.

Victor

[Richard Maltese]

Victor, They do not sign up for Jira when going to our service desk portal. Even still as an admin of the cloud Jira space I do not have an option anywhere to reset a password. Is only the Global admin able to do this?