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FAQ for Password Reset #3077

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FAQ for Password Reset #3077

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FAQ for Password Reset
ahmaddanialmohd Oct 17, 2019
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Updated faq.rst
ahmaddanialmohd Oct 28, 2019
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18 changes: 18 additions & 0 deletions source/overview/faq.rst
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Expand Up @@ -587,3 +587,21 @@ EXCEPT AS OTHERWISE EXPRESSLY AGREED BY THE PARTIES IN WRITING, MATTERMOST MAKES
Does Mattermost answer questions about open source licenses authored by other organizations?
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No, if you have questions about an open source license please consult the original author, or FAQs they offer.

What do I need to do to reset my password?
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@amyblais amyblais Oct 28, 2019

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I think this would be better in a different section than "Business". Maybe "Use Cases", "Product questions", or alternatively you could create a new section for this.

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@wiersgallak wiersgallak Oct 28, 2019

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Wondering if this should go in the end-user guide?

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@ahmaddanialmohd ahmaddanialmohd Oct 28, 2019

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@amyblais @wiersgallak Thanks for your input on this. The reason why I included this in the FAQ is due to the number of support tickets we have received related to password reset which (as we all know) should be handled by the System Administrator of their Mattermost instance.

I do agree that I should have a new section for this nevertheless. Maybe create a new How To section? For example:

"How do I reset my password?"

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@amyblais amyblais Nov 6, 2019

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@ahmaddanialmohd How about "Account Questions"?

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@wiersgallak wiersgallak Nov 13, 2019

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I would expect to see some of this type of content in https://docs.mattermost.com/help/settings/account-settings.html#password or as a FAQ/Account Questions section generally on this page.

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@justinegeffen justinegeffen Feb 28, 2020

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https://docs.mattermost.com/help/settings/account-settings.html#password

I agree with that and we could also add it to the Troubleshooting guide under the Administration section: https://docs.mattermost.com/install/troubleshooting.html#administration-issues as "Resetting user password"?

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Scenario #1: Internal users

- Password reset request and emails are ONLY applicable to internal users (i.e users who are invited through invite link / email invite) based on documentation - https://docs.mattermost.com/help/getting-started/signing-in.html#email-address-or-username-sign-in
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@amyblais amyblais Oct 28, 2019

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Please add a period after each bullet point.

- Since Mattermost Support do not have direct access to the server / instance the user has signed up to, we recommend users to get in touch directly to the System Administrator of the system.
- If you are not sure who the System Administrator is, we suggest users to get in touch with the internal IT team for further help.

Scenario #2 : AD / LDAP users

- Password reset process should be done on the directory level instead of Mattermost UI since Mattermost pulls the information of the credentials from the LDAP directory.
- If the LDAP user has issues with the password, they should get in touch with the LDAP administrator for further help.

Scenario #3: SSO Users (OneLogin / Okta / etc)

- Password reset is to be done on the idP provider side instead of Mattermost.