MSP Admins can request to have their password reset by Stratozen by sending a ticket to supportdesk@stratozen.com. In order for the password reset to occur, Stratozen will verify whether or not the requesting user has the permissions to make the request. If the permissions are successfully validated, Stratozen will create a new password for the user and send it in a secure method as a reply to the original request. The primary point of contact between the MSP and Stratozen can add a user to the list of approved users who can request password resets by sending a ticket to supportdesk@stratozen.com with the username attached.

Client account passwords or org level account passwords can be changed by an MSP Admin of that client using a similar process to the one described above.

The steps taken to change a client’s password in the SIEM are as follows:

1. Go to the CMDB tab.

2. Drop down “Users”.

3. Find and select the user you are resetting the password for.

4. Click “Edit”.

5. Click the Pencil icon next to “System Admin”. (Do not click the System Admin check box.)

6. Enter the new password into the “Password” and “Confirm Password” fields.

7. Click “Back”.

8. Click “Save”.