Users can reset their account passwords if necessary. To perform this, navigate to the Reset Password page up from the login page using the Forgot Password link.

How to reset a password


After that, a user should specify his account email and submit a form. In some seconds, he will receive an email that will help to reset a password.



The password reset email contains a link looking like:

<a href="{instance.uri.without.protocol}/new-password/{user.token}">Your new password</a>

The user.token value should be specified in the Password Reset Token field for the user who retrieved a password.


After clicking on a password reset link, a user is redirected to a page where he can set up a new password.


After setting up a new password, click Confirm. You'll be redirected to the login page where you can reset the Password Reset Token parameter value for this user.


A user with an LDAP server specified will not be able to retrieve a password.

See the Password resetting configuration article to learn more.

In this section, you can find instructions and recommendations dedicated to the configuration of the various aspects of password resetting functionality in your instance.

Displaying a password retrieval link

To display a password retrieval link on the agent interface login page, please do the following:

To display the password retrieval link on the portal login page, please complete the steps below:

  1. Set the simple.passwordreset.enabled system property value to 'true'.
  2. Navigate to the specified portal record (Portal Structure → Portals).
  3. Navigate to the login page (specified in the Login page field of the portal record).
  4. Scroll down to the Related Lists area and navigate to the related page container.
  5. After this, scroll down again to the Related Lists area and navigate to related page rows.
  6. When you are on the page row, scroll down again to the Related Lists area and navigate to related page columns.
  7. After this, scroll down to the Related Lists area and navigate to related widget instances.
  8. Start editing the Schema Option Values value:
    1. Specify the 'true' value for the password reset enabled option.

Changing the letter prerequisites

To change the password retrieval letter subject and/or body, do the following:

Changing the link text

To change the Forgot Password link text, you need to edit relevant values in Source Messages and Messages dictionaries. Please complete the steps below for changing this message:

  1. Navigate to System Localization → Source Message.
  2. Open a search bar using a magnifier icon on the top of the title area.
  3. Find a message containing the desired text using this search bar.
  4. Navigate to the Messages tab and click on the record related to this.

5. Click on the ID in the right column to navigate into the record. If it's not displayed, then put it on the list using the Personal list layout functionality.

6. Edit the message for every language you need. You can also use inline-edit functionality to edit messages. For this:

  • Double-click on the value in the Translation column.
  • Enter a new value.
  • Click the check icon.

Please avoid changing the Source Message value when editing messages; this value is used to displaying the relevant Message value.