How Password Reset works in Web Help Desk

This article describes how the password reset logic works in Web Help Desk in situations where the client account is imported from AD/LDAP into WHD,  and is also linked to a tech account.

The error messages about Password Reset says:

"Unable to determine the user who requested a password reset for this email address: sample@sample.org
The email address is linked to the following accounts:
Test Client [test.client]
Test Client [test.client]
Please change the password for each account."

You will typically see the error above if:
a. WHD finds 2 records of the same email address (one from the tech, the other one is for the client) and the Web Help Desk is therefore unable to determine which record the password reset request is for.

b. The client account is an AD/LDAP account, therefore authenticated by AD/LDAP.
 

Note:
The Forgot Password option in Web Help Desk does not work for LDAP users, because the Web Help Desk does not write to AD/LDAP
The Forgot Password option will work for clients manually created within the WHD with no duplicate client accounts.

If the intention is to reset the password to a client-linked tech account, then an administrator can reset password for the tech account at Setup > Techs > Techs > [Select Account] >