How to correctly implement the Service desk option 'url_etrust_password_reset'?

Document ID : KB000026791
Last Modified Date : 14/02/2018
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One of the functionality that can be activated in Service Desk is provided by the option 'url _etrust_password_reset ', which is located under tab:

 Administrator -> Option Manager -> Security

After this option is installed, in the submenu

 Service Desk -> View

there is a new entry 'eTrust Password Reset' that allows this functionality from within Service Desk.


How to correctly implement the Service desk option 'url_etrust_password_reset'?


SDM 11.2 to 14.1.02



In order to correctly exploit this functionality, it is necessary to have installed product CA-eTrust Admin.

In fact, if this product is not present and the option is installed, when You click on 'eTrust Password Reset' entry under submenu

 Service Desk -> View

You will receive an Internet browser page error 'The page cannot be found'

This is because, looking at the option 'url _etrust_password_reset' screen, the 'Option Value' field content indicates the URL to the eTrust Admin web interface to enable the password reset link on the Service Desk web interface.

The value filled by default:


is the default URL to the eTrust Admin web interface that enables this and that is available when CA-eTrust Admin is installed.

Additional Information:

In the CA-eTrust Admin documentation there are all the latest information on configuring the self- authenticated password reset feature.