SOP: User Lockout


This standard operating procedure is intended to illustrate the process for unlocking a user account, and resetting the user's password.

Use Procedure When

  • There has been a support ticket for a locked out user account raised
  • There has been a notice (from the administration console) of repeated, invalid attempts to access the system


Before Beginning

  • Validate that the request to unlock the account has been made by the user owning the account
    • Validate the user's telephone number or e-mail address on file (contact the user if necessary)
    • Validate the user's demographic information with the information on the CDR user administration screen.
  • Document (in the helpdesk or other shared note area) that the user account has been locked, the length of lock and the number of invalid logins
  • Note the user which has locked the account (SYSTEM indicates invalid access attempt lock or other system security lock, whereas a user name indicates another administrative user has locked the account)
  • Your account has the Alter Identity permission

Procedures / Tasks

  1. 1.
    Access the SanteDB administrative portal by Logging In
  2. 2.
    Visit the Security Administration center
  3. 3.
    Click on the User List and search for the user using the system login name
  4. 4.
    Press the Edit button to access the Editing Security Settings screen
  5. 5.
    Press the Reset button next to the Invalid Login Attempts field and confirm
  6. 6.
    (Optional) Press the Reset PWD button and assign a new, random password
  7. 7.
    Press the Unlock button next to the lockout information and confirm

After Completion

  • Note the time and procedure in the security log (if available)
  • Notify the user and/or user supervisor of the unlock event and (if changed) the new password.

Summary Information

Current Status: Example Reviewed By: SanteSuite Team

Revision History

Justin Fyfe (SanteSuite)
Initial Version

See Also