Ticket 5 — Password Reset

User

Olivia Anderson — Operations Assistant

Issue

"I can't sign in to my Microsoft 365 account because I forgot my password. Please reset it."

Investigation

Olivia Anderson's account was identified and the password-reset process was initiated through Microsoft 365 administration.

A new temporary password was generated for the account.

Password Reset

The administrator reset Olivia's password and provided the temporary credentials through the controlled lab workflow.

The user was then required to change the temporary password during sign-in.

Evidence: Olivia Anderson's password reset completed through Microsoft 365 administration.

Login Verification

A private browser session was used to verify the user's ability to sign in with the reset credentials.

The sign-in process was completed successfully and the account prompted for the required password change.

Evidence: Olivia Anderson successfully signing in after the password reset.

Verification

The account was tested after the reset to confirm that:

• The reset password allowed authentication
• The user could complete the required password change
• The Microsoft 365 account was accessible again

Technician Resolution

Reset Olivia Anderson's Microsoft 365 password after the user reported being unable to sign in. Verified successful authentication using the reset credentials and confirmed that the required password-change process was completed.

Evidence Summary

Evidence	Purpose
Password reset completed	Confirms the administrative reset
Login verified	Confirms that authentication was restored

Support workflow:
User Report → Identify Account → Reset Password → User Sign-In → Required Password Change → Verify Access