The delivery of password reset emails in SelectHR is determined by specific system configurations and user details. This guide explains how to verify if an email has been sent and outlines steps to manually process a password reset request if needed.
Check if the email has been sent from SelectHR following the reset request
Log in to the Admin Tool.
Under Workflow, click Message Log.
Use the Display Messages Between drop-downs to filter to the date the request was made.
Look for the user's email address that the reset password link should be sent to in the 'to' column.
The email body will contain the following text: If you have requested a password reset, please use the following link to change your password. and can be viewed by double-clicking on the message.
If the email appears as sent
This means the email has successfully left SelectHR. You will need to check the following:
Is it in the spam email folder?
Is the email address the reset link was sent to correct?
Can your internal IT Team confirm if the email has been blocked? The issue is likely caused by the mail server not trusting this type of e-mail from this source. Please contact your mail administrator and discuss the problem with encrypted email links.
If the email does not appear in the list
This could indicate a number of potential issues:
The user account does not exist.
The person record does not have an email address in the email field within Employee Details.
The user has entered their username incorrectly during the request.
If all the above three potential causes are checked and confirmed to be correct, this may imply that no emails are going out from the system. The Service Administrator needs to be checked to see if it is running.
If all the above are correct, you should try the Password Reset Request for the User using the steps below.
Manually processing the Password Reset Request
If the message log does not have any record of sending an email to the expected email address, and you have confirmed the following:
The user account exists.
The person record has an email address in the email field (this can be found in Employee > Details).
The email address is correct.
The Notification Service is turned on.
Then, please follow the steps below.
Log in to the Admin Tool.
Under Security, go to User Accounts.
Type the user's name into the search bar, and then use the drop-down list to show All Users with that name.
Double-click on the affected User record.
Make a note of the username field.
Return to the login page of the SelectHR Website (you will need to log yourself out for this).
Click the Reset Password button.
Enter the username that you copied in Step 5, into the username field.
Enter the Captcha code, and then click Request.
You should now be able to return to the Message Log and see if there is an email due to be sent to the affected user's email address.