WellSky Account Unlock Instructions for Nurse Supervisors and Administration
Summary
The user is unable to log in WellSky. The most common cause is three failed attempts or 30 days of inactivity. This causes the account to lock. This may also prevent the "Forgot Password" feature from working. Rebooting the computer will not fix this issue since this is a Cloud-based service. The account will need to be unlocked.
Instructions
All Nursing Supervisors should have access within WellSky to unlock a user's account. Other positions such as CTOs, CNOs, HIM, and CEOs will also have access. Users should still use the IT portal during normal business hours, but if a more immediate response is needed, anyone in these positions can perform the actions below. The Nursing Supervisor will be extremely valuable after hours, holidays, and weekends.
- Your permission will only be limited to unlocking (enabling) only.
- Once a user is unlocked, they can try typing in their password or use the "Forgot Password" link. You can unlock the account several times until they can answer their security questions.
- Password resets will still need to be submitted as an incident if users can't answer their security questions or forgot their password.
- The goal is to unlock the account so they can try logging in again. If they lock themself out again, you can unlock the account and have them use the FORGOT PASSWORD link so they can answer their security questions. If all else fails, then open a ticket asking for a password reset.
- If a user is not receiving anything from the FORGOT PASSWORD link, it's most likely they did NOT answer their security questions. It won't matter how many times you unlock the account at this point.
1. After logging into WellSky, you’ll need to navigate to the upper left corner of the screen and use the magnifying glass to search for the person in the system.
2. Begin typing the word “User”, and you’ll see a menu option called “User Security” underneath the search field. If you are a Nursing Supervisor and don't see this, please create an incident. You must carry the title "Nursing Supervisor." Filling in as acting Nursing Supervisor or House Supervisor does not grant you permission. HR or your manager must submit an Employee Change Request to officially change your job title.
3. You will see the “User Security” tab appear. It has a field to type in the name of the user to search for. Search criteria can be a FIRST name or LAST name.
4. In this example, we’ll use Jones. The LAST name field was used and we had several search results from different hospitals. AVOID USING FULL NAMES. Full names may not find a result. First or Last names will work. Choose the appropriate user. We'll use Jacqueline in this example. (Note: The snapshot below may not look the same for everyone, but you should be able to find names)
5. To unlock (enable) the account. Click once over the name. The “Enable” will appear active when the account is locked or disabled. To unlock the account, just click the “Enable” button and it will unlock that user's account. If the account does not look active, the account is not locked. Disabled accounts from inactivity can also show "Enabled." If the employee doesn't know their password, then a ticket with IT will need to be created for a WellSky password reset.
You cannot reset passwords, even if you see it as an option!
Example: If you see this button active, their account is locked: 
If you see the “Enable” button inactive, the person is NOT locked out.
The goal is to unlock the account so they can try logging in again. If they lock themself out again, you can unlock the account and have them use the FORGOT PASSWORD link so they can answer their security questions. If all else fails, then open a ticket asking for a password reset.
NOTE:
FORGOT PASSWORD
If the person tried using the “Forgot Password” and it’s not working, the reason could be is the security questions were not completed or the account locked. First-time logins will prompt users to fill out their security questions. It’s highly encouraged they do this right away or the person will realize the “Forgot Password” doesn’t work. You can unlock employees account as many times to give them a chance to answer their security questions, but if they don't remember, a ticket will need to be created for Forgotten Password.
UPDATE SECURITY QUESTIONS
If the person skipped answering security questions, it can be updated after they log in. Navigate to the upper-right corner of the screen and find the person’s initials. When you click it, it’ll give options to update it.
