Password Setup and Guidelines

This Knowledge Base Article provides procedures and guidelines for setting up and resetting passwords for all users within the organization. It aims to ensure secure password management, offering clear instructions for initial password creation, password reset, account recovery, and troubleshooting. These guidelines apply to all users needing assistance with password-related issues, including those who have forgotten their passwords or are having trouble accessing their accounts.

Password Setup

The Password Setup section outlines the steps for users to create or reset their passwords securely. This includes self-reset account activation for new users and self-service password reset options for those who need to regain access. These processes ensure that users can manage their credentials independently while maintaining security.
When a user contacts IT support for account access, whether as a first-time or a returning user, refer to the chart below to determine the appropriate verification and account setup steps.

If user...	Then proceed with...
Receives message “Your NDUS account has already been claimed.”	If a student does not recall their EMPLID, it’s possible they took a dual credit course in high school or another course they don’t remember. In this case: Verify the student’s identity through security questions or other verification methods. Once the identity is confirmed, proceed with the password reset process.
Can’t locate their EMPLID to reset their password.	How do I find my EMPLID? (Campus Connection)
Is an NDUS Insider – Office of Student Orientation and Success that needs profile access.	Self-service password reset section.
Is a part of the University Children's Learning Center.	Self-service password reset section.

Password Reset

Self-Reset should be completed before ANY manual resets or DUO Changes.

1. Go to helpdesk.ndus.edu.

2. Click on Forgot My Password.

3. Enter your username (e.g., dotted identifier: first name. last name, not your full email address).

4. Identity Verification

5. Follow the prompts to reset your password.

Note: If you receive a "Forgotten Password Sequence" error, perform verification.

Self-Change Password (Working Password)

1. Direct the user to helpdesk.ndus.edu. 

2. Click on 'Change My Password'.

3. Log in with your existing username (dotted identifier: first name.last name, not your full email address) and current password.

Note: The agent can also provide a Temporary password during this process.

4. Click 'Change Password', enter and confirm the new password, then click the 'Change Password' button.

5. The password may take up to 10 minutes to sync across all systems. If the user can log into one system but not another, ask them to wait 10 minutes and try again.

Self-Reset Password (Not Working Password)

When a Help Desk account resets a password, it is valid for 3 days. After that, it expires, and either the Help Desk must create a new one, or the user must go through the "Forgot Password" process again. This is why it’s important to prompt the user to change their password immediately after the reset to avoid them being locked out again.

Note: Sometimes, users skip changing their password if left alone, and they call back after the password expires. Always walk them through changing the password after the reset to avoid this.

After Password Reset:

1. Password No Longer Expires:
   • After the Help Desk reset, the password will expire after 3 days unless changed by the user.
2. Account Recovery Options:
   • The account owner will be prompted to opt into one of the following recovery methods:
     • Set up Security Questions.
     • Set up Alternate E-mail: Users must provide a personal email address (school email is no longer an option).
     • Set up Google Authentication.

Assisting Alumni and Legacy Account Holders

Legacy Account (Non-Dotted ID) – Transcript Access Process

If a caller needs access to retrieve transcripts and they have a legacy (non-dotted) account, follow the steps below:

Step 1: Verify Legacy Status

• Search the user's name in Campus Connection.

• If there is no username listed with a dotted format (e.g., jane.doe), it confirms the account is a legacy account.

Step 2: Retrieve Username

• Copy the user's EMPLID.

• Go to USER PROFILES.

• In the USER ID field, prefix the EMPLID with a "W" (e.g., if EMPLID is 0606752, the user ID becomes W0606752).

Step 3: Set a Temporary Password

• Once the User ID is generated, select Change Password.

• ITOD will create a temporary password (no complexity required).

• Click Save in the lower-left corner after the password is set.

Step 4: Proceed to below steps "Legacy Password Reset."

Legacy Password Reset

To change your legacy password, please follow the steps below: 

1. Visit helpdesk.ndus.edu.
2. Scroll down to the bottom of the page and under Helpful Links, select "Campus Connection".

3. On the login screen, click the "Non-Dotted Login" button located at the bottom right-hand side.

4. Log in using the temporary password provided (which is set in the user profile).

5. Once logged in, click the NavBar icon (it looks like a compass) in the top right corner.

6. Select "Menu" from the dropdown.

7. Scroll down and select "My System Profile".

8. You will be able to change your legacy account password in this section.

Note: This scenario typically occurs when someone requests a transcript and is unfamiliar with the current systems or processes.

Recovery Email Address

This section outlines the steps to access and manage a recovery email account, which is used to reset passwords or recover access to your main account.

Note: Users may no longer use a school email address for password recovery and must use a personal email address. (User could use a K-12 email address - but we don’t recommend it)

1. Go to the Helpdesk Website (helpdesk.ndus.edu) 

2. Click the "Change my Password"

3. Click “Setup Alternate E-mail” address 

4. Update the Alternate Email Address to a non-campus email address. (e.g. Gmail, Hotmail, Outlook.com, Yahoo, etc.)

5. Click Update  

Manual Password Reset

This section outlines the required verification steps that must be completed before assisting a user with a manual password reset. Agents must first confirm the caller’s identity, check whether the account has been claimed, and ensure email details match institutional records.

Verification, Password Reset, and Sending Temporary Password Email

1. Log in to IDM:

• Access the IDM 

2. Access User Search:

• Click the Helpdesk link to access the user search tool.

3. Search for the Caller:

• Search using the caller's Username (e.g., T.FirstInitial.Lastname), Last Name, and/or First Name and hit enter on your keyboard.
• CCS can add additional fields by clicking the "+" button for better results.

4. Access the Caller’s Account:

• Click on the name of the caller to access their account details.

5. Check for Account Claimed Date:

• Look for the Account Claimed Date under the Profile tab.

6. If No Claimed Date is Listed:

• Do not reset the password.
• Walk the caller through the Claim Your Account process (see Self-Reset section).

7. If the Account is Claimed:

• Verify the Username and Email Address in PeopleSoft.
• If an alternate email is listed, verify it, but use the email in PeopleSoft as the preferred source.

Proceed to: Password Reset Process (Post-Verification)

Password Reset Process (Post-Verification)

1. Reset the Password
   • After successful verification, click "Change Password" in IDM.
   • Enter and confirm the new password, then click "Change Password".

3. Choose a pre-created password. (e.g., something like NDSCS2025summer!).

4. Provide the user with the password after ensuring verification has been completed.

5. Once completed, guide the user through each step to successfully change their password using the "change password" option.

Failed Verification Process

If the caller fails verification:

• Do not share the username or any part of the email on file.
• Escalate the call to a Manager or the Team Lead on duty immediately.

 Enrolled Student Password Change

1. Direct them to Self-Service Password Reset (SSPR) (after verifying they have set up an alternate email or mobile device verification in SSPR) - Self-Service Password Reset (ndus.edu).
2. The agent is required to log in to DUO admin.
3. Send a DUO push to one of their registered devices in Duo.

Alternate Process: Account Access Without Duo

When completing this alternate process without Duo, be sure to verify items 1, 2, and 3, or 1, 2, and 4 as outlined below to ensure proper authentication.

1. Call back on the registered phone in Campus Connection or DUO.
2. Email to registered alternate address (not edu) in Campus Connection. (This will be an agent-created code/word for the user to confirm)
3. Live video chat with the caller holding their student ID card or a government-issued card.
4. Have them provide their student ID number and verify a random fact about their class schedule from Campus Connection (identify a professor for a specific class, identify a class they are taking at a certain time, etc.).

Enrolled or Non-Enrolled Student- Duo Addition

Note: If they are already signed into the portal, they can add a Duo phone number by selecting the Duo tile; otherwise, they will be directed to the 2FA website.

1. Direct them to https://2fa.ndus.edu for self-service DUO device management.
2. Verify and only add a phone already in Campus Connection to DUO.
3. Live video chat with the caller holding their student ID card or a government-issued card.

Duo Bypass(Only if absolutely necessary)

1. Email to registered alternate address (not edu) in Campus Connection.
2. Have them provide their student ID number and verify a random fact about their class schedule from Campus Connection (identify a professor for a specific class, identify a class they are taking at a certain time, etc.)
3. Live video chat with the caller holding their student ID card or a government-issued card.

Note: If the caller passes verification, when establishing the Bypass Code, the default settings “Expires 1 time(s) or 60 minutes will be provided and enforced.

Faculty/Staff Password Change

1. Direct them to Self-Service Password Reset (SSPR) (after verifying they have set up email or mobile device verification in SSPR)
2. Send a DUO push to one of their registered devices in DUO.

3. Call back on the registered phone in HR or DUO.

4. Email to registered alternate address (not edu) in HRMS.

5. Live video chat with the caller holding their employee ID card or a government-issued card.

Faculty/Staff- DUO Addition 

1. Direct them to https://2fa.ndus.edu for self-service DUO device management.
2. Only add the phone already in HRMS to DUO.
3. Live video chat with the caller holding their employee ID card or a government-issued card.

DUO Bypass

1. Email to registered alternate address (not edu) in HRMS.
2. Live video chat with the caller holding their employee ID card or a government-issued card.

Note: If the caller passes verification, when establishing the Bypass Code, the default settings “Expires 1 time(s) or 60 minutes will be provided and enforced.