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Password Management Self-Services

Users’ Guide

Password Management Self-services allows you to perform four functions on the password that you use to login to the IHG network. This is sometimes called your Merlin password. In the past this has required a help desk call but now it can be done quicker and easier on your own. While self-services provide you the ability to do these tasks, you can still call the help desk in case it is not working or if it is unavailable to you.

Password Management Self-Services provides:

1. Change a valid password – Allows you to change your password at your request, for example when it may expire soon or you think it may be known by someone else. You must know your current password and your account must not be disabled. This mirrors what you can do on your PC today; it is simply an alternative way to do this.

2. Change an Expired Password – If you know your password but it has expired you can change it via Merlin to a new one that will work

3. Self Registration – Before you can use the Forgot My Password Reset feature you need to register and answer five secret, self-authentication questions from a list of 10 possible questions. These can be updated when you want to via the “Edit Profile” option on Merlin.

4. Forgot My Password Reset – If you password is not expired but you forget it or are locked out due to too many failed logon attempts you use your secret questions to set a new password.

You can also read the User Frequently Asked Questions (FAQ) at

Special note if using a shared computer - You need to be sure to completely close out all browser windows before you leave the computer, even for a few moments. While any browser windows are open, sensitive data may be available in cache or a user could use the back button to see sensitive pages. – Please see Clearing the cache in Internet Explorer at the end of this guide.

Nothing in Password Management Self-Services can change or reset a password for an account which has been disabled by a Help Desk administrator. You must contact a Help Desk or your manager if your account is disabled.

Password Management Self-Services are not available for certain service, administrative or test accounts. You must contact a Help Desk for support for these accounts.

1. Changing your password

Open your web browser to the website

Enter Username, Password and Domain just as you normally do then click the “Log In” button

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From the “help & support” link at the top of the page, click the “Edit profile” drop down link then a new browser tab will open

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The new tab is shown here; click the “Change Password” link

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Enter your “Username, Password” and “Domain”.

Click “Continue.”

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Type in the new password you want.

Re-type the new password (this must match with the new password typed in the previous field).

The new password you select must conform to the following IHG password complexity rules:

• It must be at least eight characters.

• It must include three of: upper Case letters, lower case letters, numbers, and special characters. Special characters are anything other than numbers and letters such as: ! @ # $ % ^ & *.

• It must be changed at least every 45 days.

• You cannot change it more often than every 10 days (although a help desk can do this for you).

• You cannot reuse your last 10 passwords.

Click “Continue” to submit the new password.

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Click “Exit” to close the browser window.

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Alternately, if you have made an error a pop-up will be shown asking you to correct it

You can click on OK which will allow you to enter and confirm a password again.

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Back to the Beginning

2. Change an Expired Password

Open your web browser to the website

Enter Username, Password (which is expired) and Domain just as you normally do then click the “Log In” button

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If you entered the correct but expired password, you are taken to this screen where you can enter a new password.

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Back to the Beginning

3. Self-Register to Create or Modify User Profile

Open your web browser to the website

Enter Username, Password and Domain just as you normally do then click the “Log In” button

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Go to the Teamspaces tab and click on the *Global Support link

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Click “Reset your password” link then a new browser tab will open

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The new tab is shown here, enter your “Username, Password” and “Domain.”

Click “Continue.”

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Select any combination of 5 questions that you would like to answer

- Duplicate questions cannot be selected (for example: You cannot select “What is your favorite pastime?” twice).

- Duplicate answers cannot be used (for example “John Smith” cannot be used for your manager’s name and for the person you most admire).

- You may not use any part of the question in the answer (for example: You may not answer “pet” for the question “What was your first pet’s name?”).

Click “Continue” to submit the answers to be stored.

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An intermediate page will ask you to wait, do not click any browser buttons until this has finished and the Success or Error page is shown

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Once this task has finished properly, a Success screen is shown

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Click “Close Window” to close the browser window.

Back to the Beginning

4. Reset a Password When you Cannot Logon

To use this feature, you must have self-registered (Please see section 2 Self-Registration)

Open your web browser to the website

Click “Forgot my password” link (circled)

Do NOT use the “Request Password Reset” link

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Select your “Domain” from the dropdown list.

Click “Continue”.

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Enter your logon name (username).

Click “Continue.”

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Three (3) random questions of the five (5) questions you had selected during the self-registration step will be displayed.

You must answer all three (3) displayed questions correctly and then click “continue.”

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Type in the new password you want.

Re-type the new password (this must match with the new password typed in the previous field).

The new password you select must conform to the following IHG password complexity rules:

• You cannot reuse your last 10 passwords

• It must be at least eight characters.

• It must include three of: upper case letters, lower case letters, numbers, and special characters. Special characters are anything other than numbers and letters such as: ! @ # $ % ^ & *.

• It must be changed at least every 45 days.

• You cannot change it more often than every 10 days (although a help desk can do this for you).

Click “Continue” to submit the answers to be saved.

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A screen will appear that says “Task has been submitted. Please wait…”

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Click “Please click here to log out and close the browser”

Back to the Beginning

5. Clearing the cache in Internet Explorer.

Open Internet Explorer by double-clicking on the icon.

Click on “Tools” and select “Internet Options.” Navigate to the “General” tab by clicking on it, if necessary.

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Click on the “Delete” button below “Browsing History” then another pop-up comes up

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Here is the other pop-up, check the boxes shown (you may want to select other history items to delete) then click the “Delete” button

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Back to the Beginning

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