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'Reset Password' User Activation Status

Joe Luckett

What is the current user status when a user is in ‘Reset Password' Activation Status?

KB articles indicate this may be a legacy status and/or does not do anything:

https://supportcenter.ungerboeck.com/hc/en-us/articles/204552688-User-Management 

However, I need further clarification on the behaviour if a user is in this status regarding their password/login status + what would have caused them to enter this status?

We have a Customer with >7000 public users with status ‘Reset Password'.
Zendesk ticket: https://ungerboeck.zendesk.com/agent/tickets/367710 

Comments

16 comments

Date Votes
  • Joe Luckett
    Edited

    Example:

     

  • Nicole Loh

    I thought that it would only affect internal and admin users. Didn't realise that it would affect public users. 
    @... Martin Wooding Any ideas with what the activation field does for public users and what causes it to have different statuses? I checked Office of Sport who would have heaps of registrants as public users and can see that they too have about 7k users with the reset password status. 

  • Joe Luckett

    Hi @... Martin Wooding  just confirming if you have any knowledge of this one?  Thanks

  • Martin Wooding

    Nicole Loh have you checked the password policy.  I am assuming if there has been some time without a logon, the the password has expired and put it in a reset status.

  • Joe Luckett

    Martin Wooding Nicole Loh 

    I've checked some of the recent public users in this status further.  See example below with corresponding audit log entry:

     

     

    Seems like they enter ''RESET PASSWORD" status after a succesful password change via the Portal.  However, unsure when/if they ever leave this status and become '"ACTIVE" and if there is any difference between an ACTIVE account vs RESET PASSWORD.  Above is a recent example, but there are much older accounts still in the same status.

     

  • Nicole Loh

    Seth Halvaksz We might need dev to weigh in on this one as there isn't a definite answer as to what causes it to change it's status to reset password. Also, a successful password change should not have it stay as “reset password” as it is confusing for admin users in the system. 

  • Seth Halvaksz

    Mike Schepker can you comment on this

  • Mike Schepker

    Nicole Loh Did they upgrade? I beleive this was part of the upgrade process. All public accounts will need to reset their password: https://supportcenter.ungerboeck.com/hc/en-us/articles/32287600696343-Prepare-for-your-2025-2-Upgrade 

    • If your organization upgrades to 2025.2 from 2024.4 or earlier, users of public applications (like Registration, Payment Portal, Online Space Booking, etc.) will be prompted to reset their passwords.  This will not occur for customers who upgrade from 2025.1 to 2025.2.
  • Nicole Loh

    Mike Schepker Customer upgraded from 24.3 to 2025.1 recently. They are not on 2025.2. 
    We checked another customer Office of Sport who get heaps of registrants and can see the same behaviour with the reset password in the user activation status. They are on 2024.4 still. 

  • Mike Schepker

    Nicole Loh Strange. I don't know what would have caused it then. 

  • Nicole Loh

    Seth Halvaksz Mike and I are both unsure why this would have caused it. Are we able to check with product or dev to see what the trigger is for this field? Did you want us to send through a JIRA case over to better track dev workload for this issue? 

  • Seth Halvaksz

    Nicole, we'll need to be able to replicate the issue, and i think that will be hard in this case.

    If you can provide 1 or 2 specific users with the issue, and provide their audit logs, we can start there.

  • Nicole Loh

    Hi Seth Halvaksz Will work on trying to replicate it. 

    In the meantime, it seems that this issue is causing them grief for them as public users who has reset password as their activation status aren't able to log into their public portal until an admin manually changes it for them in the back office. Could we suggest an SQL to have it all set to Active? 

  • Anitha Khairnar

    Team, Meanwhile we investigate is there a possibility to add these fields in the edit layout when we select Users > Edit multiple. If this can reduce the manual effort.

  • Nicole Loh
    Edited

    Hi Seth Halvaksz Customer has reopened this case and while the manual workaround of updating this activation status from Reset Password to Active one by one, they have thousands of users and don't believe it is feasible to have this done manually. Is it possible to have development create an SQL to update all users from Reset Password to Active? Or is this outside of dev's control and potentially for TS to come up with an SQL? Could this SQL work: 
    UPDATE MM405_USER_MASTER_EXT
    set MM405_REQ_ACTIVATION = 'A'
    where MM405_REQ_ACTIVATION = 'P'

  • Seth Halvaksz

    Nicole Loh You said: “public users who has reset password as their activation status aren't able to log into their public portal until an admin manually changes it for them in the back office”

    A couple questions:

    1) you're saying that these public users cannot reset their own password in the public portal (ESC or EXP)

    2) is this affecting ESC or EXP or both?

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