Ticket does not specify whether this is a corporate AD/Windows domain account or a separate application login - the retrieved SOP appears to describe a general authentication system and may not directly map to Windows/AD password resets.
No identity verification details have been provided by the requester yet.
Unclear whether self-service reset is already available for Windows accounts or if this requires a different (e.g., IT helpdesk/AD-specific) process not covered in the retrieved knowledge.
Sources (2)
Password Reset and Authentication Troubleshooting SOP > Password Reset Procedure
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Password Reset and Authentication Troubleshooting SOP > Identity Verification