How to change an Expired Password for Service Desk user when integrated with EEM

Document ID : KB000072401
Last Modified Date : 07/03/2018
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Question:
How does a user change an expired password in Service Desk when it is integrated with Embedded Entitlements Manager (EEM) for authentication?
Environment:
CA Service Desk Manager on all platforms
CA Embedded Entitlements Manager on all platforms
Answer:
If the EEM password for a user is expired, when logging into Service Desk, the user will be presented with the message:

AHD04011:Login failed for userid (username); password expired

If they click the OK from button on the message, they will be taken to the EEM login page where they can login using their expired credentials. They will then be taken directly to the EEM Change Password page where they can enter their old password and new password (Twice).