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RT::Extension::ResetPassword - add "forgot your password?" link to RT instance


This extension for RT adds a new "Forgot your password?" link to the front of your RT instance. Any user can request that RT send them a password reset token by email. RT will send the user a one-time URL which he or she can use to reset her password.

It also adds a new option to the user admin page in RT for the RT admin to send a password reset email for new users or users who have forgotten their passwords. See below for options to enable this admin feature only and disable self-service features.


Works with RT 4.0, 4.2, 4.4, 5.0


perl Makefile.PL
make install

May need root permissions

Install Patches

This is to enable searches for users with a password set.

For RT 5 prior to 5.0.2, apply this:

    patch -p1 -d /opt/rt5 < patches/user-admin-callbacks.patch

For RT 4.4.4, apply this:

    patch -p1 -d /opt/rt4 < patches/4.4.4-user-admin-callbacks.patch

For RT 4 prior to 4.4.4, apply this:

    patch -p1 -d /opt/rt4 < patches/4-user-admin-callbacks.patch

See below for details.

make initdb

Only run this the first time you install this module.

If you run this twice, you may end up with duplicate data in your database.

If you are upgrading this module, check for upgrading instructions in case changes need to be made to your database.

Edit your /opt/rt4/etc/

If you are using RT 4.2 or greater, add this line:


For RT 4.0, add this line:

    Set(@Plugins, qw(RT::Extension::ResetPassword));

or add RT::Extension::ResetPassword to your existing @Plugins line.

Clear your mason cache
    rm -rf /opt/rt4/var/mason_data/obj
Restart your webserver


If you are upgrading from version 0.05, you will need to run make initdb as documented in INSTALLATION to install the Template used by this Extension.

To run on RT 4.0 or 4.2, replace this line in the template:

    { RT::Interface::Web::RequestENV('REMOTE_ADDR') }

with this:

    { $ENV{'REMOTE_ADDR'} }


This extension resets passwords managed by RT. It cannot reset passwords for RTs that use any configured external auth such as SAML, OAuth, LDAP, or Active Directory as RT does not have password reset connections in those external systems.

The contents of the email sent to users can be found in the global PasswordReset template (do not confuse this with the core PasswordChange template).

If you want to prevent unauthorized visitors from determining what user accounts exist and whether they are disabled, set HidePasswordResetErrors to 1 in your RT configuration; then any password reset request will appear to the requestor to have resulted in an email being sent, thus not revealing the reasons for any failure. All failures will still be logged with an appropriate diagnostic message.

For an RT open to the internet the most secure configuration is to use the default configuration ( This means setting no config options from below ). The default configuration only allows for existing users with an existing password to reset their password.

If the rights schema for the RT is tight then it could be desirable to allow users who have a user record in RT ( They have emailed RT before ) but no password to create a password for themselves by setting $AllowUsersWithoutPassword to 1. This can allow for any user to access the RT self service pages. This can be dangerous if the RT rights are not set-up correctly as users could see data they should not be able to.

The $CreateNewUserAndSetPassword and $CreateNewUserAsPrivileged config options should only be used when access to the RT web UI is limited. This usually means access to the web UI is restricted so that only users on the company network can access the UI and create new user records.


Setting this config option to true will allow existing users who do not have a password value to send themselves a reset password email and set a password.

Setting this to false (0) requires a user to already have a password to use the reset feature. This is useful for managing access and not automatically allowing new accounts to get a password.

This extension adds a "Password Status" at the bottom of the Access control section on the user admin page which shows whether the user currently has a password set. The "Delete password" option allows you to clear passwords if a user should no longer have access.

For RT 4.4 and 5, this extension also adds a checkbox to the user admin page that allows you to filter users, displaying only those who have a password set. If you disable the $AllowUsersWithoutPassword option, this checkbox allows you to see all users who have an existing password and would therefore be able to reset their password.


Set this config value to true if users creating a new account should default to privileged users.

WARNING Setting this to true can be dangerous as it allows anyone to create a new priviledged user. Usually privlidged users are given rights to edit and see information not desired to be public.


This configuration option determines if a nonexistant user can create an new user record.

WARNING See the note about the danger of setting this to true and setting $CreateNewUserAsPrivileged to true as well.


Set this config value to true if you do not want the "forgot password" option to display on the login page.

This is useful if you want only the password reset email option on the RT user admin page, but no self-service options.


Set this config value to the time in seconds before a password-change link expires. The default value is 4*60*60, meaning that password-change links expire after four hours by default.


By default, the From address in the password reset email is the default $CorrespondAddress from RT. You can use this option to set a different From address for the reset email.


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This software is Copyright (c) 2012-2020 by Best Practical Solutions, LLC

This is free software, licensed under:

  The GNU General Public License, Version 2, June 1991