How to Change a Staff Password

Quick Answer

Go to Staff & Organisation Setup, right-click the staff member, select Change Password, and generate a temporary password. The staff member must log in with the temporary password and set a new one immediately.

What Problem Does This Solve?

Staff member has forgotten their password, suspects their account has been compromised, or needs a password reset as part of routine security practice.

Before You Start

Prerequisites

• Administrator or Front Desk Supervisor role
• Access to Staff & Organisation Setup
• The staff member's full name or user ID
• A secure way to communicate the temporary password (SMS, email, or in person)

Changing a password will disable all contexts at other organisations for that staff member. This prevents unauthorized login at shared or linked sites.

Step-by-Step Instructions

1

Access Staff and Organisation Setup

Navigate to the staff management module

1. Go to Staff and Organisation Setup.
2. Click the icon for Staff & Organisation Setup on the home screen.
3. Alternatively, use the search bar and type "staff &" to find the module quickly.

Shortcut

If you have the module pinned to your favourites, you can access it directly from the toolbar.

2

Select the Staff Member

Find the user who needs a password reset

1. In the staff list, search for the staff member's name.
2. Right-click on their name in the list.
3. Select Change Password from the context menu.

Can't Find the Staff Member?

Try searching by their user ID or email address if the name search returns no results.

3

Generate a Temporary Password

Create and deliver a secure temporary password

1. Click Continue to generate a new temporary password.
2. Read the system warning: "Changing this password will disable all contexts at other organisations."
3. Choose how to deliver the password:
   • Send to mobile — SMS the temporary password
   • Send to email — Email the temporary password
   • Display new password — Show it on screen (communicate securely in person)
4. Once the temporary password is generated, click Accept.

Handle With Care

Temporary passwords are sensitive. Never share them through unsecured channels (e.g., unencrypted chat, sticky notes, or verbal messages in public areas).

4

Staff Member Updates Their Password

The user must set a permanent password on next login

1. The staff member logs in using the temporary password.
2. On successful login, the system prompts them to enter a new password.
3. They must provide:
   • Current password — the temporary password just generated
   • New password — a strong, memorable password
   • Confirm new password — retype to verify
4. Click OK to complete the change.

Self-Service Option

Staff members can also change their own password without disabling other contexts by using the user menu → Change Password option inside their own SystmOne session.

Troubleshooting

Staff member cannot log in with temporary password

Password expired, mistyped, or account locked

Cause: The password may have expired, been typed incorrectly, or the account is locked.

Solution:

1. Verify the staff member is entering the temporary password exactly as provided (case-sensitive).
2. Check if the password has an expiry time — generate a new one if needed.
3. If the account is locked after multiple failed attempts, contact ICTSO to unlock it.

Change Password option is greyed out

Missing administrator role

Cause: You do not have the required administrator role to modify staff passwords.

Solution:

1. Verify your account has Staff & Organisation Setup → Modify permission.
2. If permission is missing, contact the Clinic Administrator or ICTSO.
3. Alternatively, ask another administrator with the correct role to perform the reset.

Staff member locked out at another organisation

Password reset disabled other contexts by design

Cause: The password reset disabled all contexts at other organisations as a security measure.

Solution:

1. The staff member must contact the other organisation's administrator to re-enable their context.
2. Alternatively, they can use the self-service password change from within their own SystmOne session to avoid triggering the disable-all-contexts rule.