Clearing Security Questions in PortalGuard

Issue

The entered security question answers are not being accepted.

Environment

• PortalGuard

Resolution

1. Verify the caller
2. Log into MyGRCC Portal
3. Click Support Desk Tools
4. Search for the user by username or last name
5. Select the desired user
6. Verify User is in the Selected User(s): list
7. Click Next
8. Select Clear Specific PG User Field
9. Select Challenge Answers (Optional Only) from the Field/Feature drop down
   1. Challenge Answers (Mandatory Only) includes ID number and Birthdate, this information will repopulated at 5 minutes past the hour. (may increase at a future date)
10. Click Next
11. Confirm Parameters
12. Click Execute