QMed Accounts - Password Reset

Modified on Fri, Nov 15 at 10:22 AM

Prerequisites

To manage QMed accounts you must have your own QMed account and have admin rights to manage accounts.

As of July 2024 the following QHS IT users have admin rights:

Samantha Lusk

Alice Rush-Rhodes

Matt Simpson

Kasia Turmel

Verify Identity and Establish Communication Channel

If you are assigned a Freshdesk ticket related to QMed accounts, the first step is to ensure we have a reliable way to communicate with the constituent other than their QMed account.

Check the sent from address of the Freshdesk ticket. If the email has come from a QMed account and concerns a password reset (e.g., they are locked out due to non-compliance with MFA requirement), the user may still be able to access their account on their phone. Write back and ask for an alternate email since once a password update is made to their QMed account, they will no longer be able to access it on their phone (or other device).

If the email has come from the user’s queensu.ca address, move forward.

If the email has come from another address (e.g., google.ca), we need to verify the identity of the sender before giving them access to the Qmed account through a password reset or similar.

Ask them to confirm netID.
Check if they have an Elentra account or Common Credentialing account with another email that we can use to send any reset information.

Access QMed Account Manager

Access Chrome Consul at https://admin.google.com
Log in.
On the Users card, click Manage.
Search for a user by name.

Reset User Password

After accessing the user, click Reset Password for the left side bar.
From the Reset Password modal:
1. Select Automatically generate a password.
2. Click Reset (this automatically sends a password reset email to their QMed account which they likely can’t access, so make sure to do the next step).
3. From dialogue box, click Email Password, and send to user’s non-QMed email.
4. Click Send
Respond to the user in Freshdesk to let them know a password reset has been initiated. (Note, there is a canned response available: Password Reset)