Prerequisites for Better Resolution:

  • CEE Account Name
  • User's Email Address or Username

Initial Verification Steps to be Followed:

  1. Confirm User Details:
    • Ensure that the correct email address or username for the user whose password needs to be reset is present.

Resolution Steps to be Followed:

  1. Step 1: Log in to the CEE Account:

    • Log in to the respective CEE Account using the provided credentials.
    • Navigate to Profile -> Users.
    • Screenshot:


  2. Step 2: Locate Specific User:

    • Search for the specific user whose password needs to be reset.
    • Click on the three dots next to the user’s name.
    • Screenshot:


  3. Step 3: Reset Password:

    • Click on "Reset Password" to initiate the password reset process.
    • Screenshot:


Resolution / Next Steps:

  1. [Reason 1]:

    • Inform the user of the successful password reset.
    • Provide the necessary instructions for logging in with the new password.
    • Provide Screenshot

  2. [Reason 2]:

    • If the password reset fails, escalate to cross-functional teams for further investigation.
    • Provide findings by sharing relevant details like Problem statement, Logs, Screenshots, Reference cases.

Escalation Path:

  1. Initial Verification:

  2. Further Investigation by Helpdesk:

    • If the issue persists after attempting the password reset:

      • CAT Escalation:

        • Escalate to: SME
        • Contact: SME1 / SME2
        • Email: Ticket with internal note and investigation
        • Slack Channel: [Your respective channel within Support]

      • Cross-functional Escalation:

        • Escalate to: Cross-functional Teams
        • Contact: DE/SRE
        • Email: Child ticket to the appropriate team
        • Slack Channel (Only for escalation): [Your respective channel with Cross Functions]

Feedback on Playbook:

Please provide your feedback on the playbooks using the following link: Feedback Form