Recently one of my clients in the UK had an issue where they needed to reset a number of internal HEAT user passwords using the Service Desk Manager role for operations in Singapore.
The challenge was that the “Reset User Password” OOTB quick action and underlying API call can only be run by the Admin role.
The workaround was to add a flag to the employee business object that triggers a workflow to run with a quick action block to call the “Reset User Password” OOTB quick action, which although triggered by the SDM role, would then run using INTERNALSERVICES which has the admin role.
ITSM/ITAM/ESM Blog 