How to lock/unlock an user's account?

Help Desk Analysts can lock or unlock a user’s account using the following methods:

Help Desk Console: Navigate to Help Desk Console → Info and Actions → Actions → Account Lock.
Keyword Search: Use Keyword Search and select actions under the "Manage Accounts" category.

Help Desk Console

Click the menu icon in the top left corner of the page and select "Help Desk Console" under the Consoles section, or click the "Help Desk Console" link in the Quick Links bar below the homepage image.

Menu

Select an invitation with a status of Launched, In Progress, or Completed, then click the "Info and Actions" link for the selected invitation.

Help Desk Console Page

Under the Actions tab, select "Account Lock".

Click "OK" on the confirmation message.

After confirmation, a message shows that the user's account has been locked.

The following email notifies the user that their account has been locked.

To unlock a user's account, select "Account Unlock" under the "Actions" tab in the Info and Actions section. This option is only available for users with locked accounts.

Click "OK" on the confirmation message.

The following message confirms that the user's account has been unlocked.

Message Box

The following email will be sent to the user after the account is unlocked, notifying them that they can now access the system.

Email Notification

Using Keyword Search actions

These actions can also be performed through keyword search using the "Manage Accounts" category. For more details, please click here.