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Cisco Unity Connection User Administration

I am hitting an unusual issue with password resets on Cisco Unity Connection. 8.6

We have a list of folks who perform the routine password resets that are often required of end users.

I am seeing an issue that is intermittant (I love that word), I know all those TAC folks just LOVE it too.  About once in blue moon, we will get a user who needs a password reset, BUT the folks assigned to the" Cisco Knows more about what its customers need than they do", predefined, "Help Desk Administrator" Role, are not able to reset the user's password.  It requires someone who is assigned to a higher Role. 

I am hopeful that someone has seen this before and can provide some guidance, if not I will have to call tAc.




Chris Deren
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Sorry to hear your frustration.  However "Help Desk Administrator" Role should provide ability to reset passwords, can you explain what is not working?

How are the administrators going about resetting the password? and what is not working? Perhaps I am missing something else here?


Randomly, users will call in, and the folks that reset the passwords who are assigned to the Help Desk Administrator role, are unable to reset these users.  Once a System Administrator resets the password, the Desk Administrator folks can reset it.  So, again it is random, and rare.  BUT it happens enough, that we see 3 to 7 of these a month.  There is nothing different between the user account that has the issue and other users.  It is not always the same user, and again, when someone with a higher role resets the password, it returns to normal and the Help Desk Administrator folks are again able to reset the password...  It seems more like some kind of Database/Permissions issue for rare accounts that have something causing them to be inaccessible by those assigned to the Desktop Administrator role.       

Do you happen to know what error message they are getting?

Sounds like a bug, I have not heard of this one before, did you try searching for it in bug toolkit?


No error, it is greyed out.  Yes I searched bugs, even pinged someone inside and them search Topic... I am about 85% sure it is a bug, hence the post.  Can't hurt to ask.  right?

Absolutely, sorry I don't have specifics :-( Maybe someone else has seen something similar.

Good luck.