The below steps will help you to reset one of the Administrator's password to "admin".
For MYSQL database : connect to the database following the below steps and then execute the queries.
Open command prompt on the application server,connect to the folder ManageEngine\ServiceDesk\mysql\bin> and use the command mysql.exe -u root -P 33366 servicedesk
For PGSQL database : connect to the database following the below steps and then execute the queries.
Open command prompt on the application server,connect to the folder ManageEngine\ServiceDesk\pgsql\bin> and use the command psql.exe -U postgres -p 65432 -d servicedesk
For MSSQL : connect to the query analyzer of the SQL server and execute the same queries.
1. Execute this query to find all the Administrator logins in the application.
select al.login_id"Login ID",au.first_name"Name",al.name"Login Name" from aaaauthorizedrole aar left join aaarole ar on aar.role_id=ar.role_id left join aaaaccount aa on aar.account_id=aa.account_id left join aaalogin al on aa.login_id=al.login_id left join aaauser au on al.user_id=au.user_id left join sduser sd on au.user_id=sd.userid where aar.role_id=4 and sd.status='ACTIVE';
2. From the output of the first query, identify the right user and use the login_id for that user in the below query(where it is highlighted) to reset his password.
update AaaPassword set
Instead of Login _ID at the end of this query you have to enter the Login_id (output of the1st query) of the person for whom you would like to reset the password.
SALT='$2a$12$fZUC9IK8E/AwtCxMKnCfiu' where algorithm='bcrypt' and password_id in (select ap.password_id from aaaaccpassword ap left join aaaaccount ac on ac.account_id=ap.account_id left join aaalogin al on al.login_id=ac.login_id where al.login_id='Login_Id');