Resetting the Administrator Password for Kayako Classic Download

Overview

Resetting the administrator passwords may be necessary if the admin user has forgotten the password or cannot log in due to the Invalid username or password error.

Another admin user can reset the admin password through the helpdesk. However, if you do not have access to the helpdesk, you can reset the password using the MySQL query.

This article provides instructions on how to reset the administrator password through MySQL when you do not have access to the helpdesk.

Prerequisite

• Direct access to MySQL to reset a password.

Solution

1. Use the following MySQL query to fetch a list of your staff users:
   
   

   SELECT title,
          fullname,
          username
   FROM   swstaff sw
          JOIN swstaffgroup sg
            ON ( sw.staffgroupid = sg.staffgroupid );

   
   
2. Identify the staff's username that requires a password reset and then tailor the following MySQL query as per the username obtained:
   
   

   UPDATE swstaff
   SET    staffpassword = Sha1('abc123!@#')
   WHERE  username = 'admin';

   
   The above query resets the password of the admin staff user to abc123!@#.