Hello,

We have an issue where a user is not able to log into Manage Engine Service Desk Plus due to her account being locked out.  We sent her a password reset email, but the account is still showing locked out: 

Security Settings lock reset is set to 30 minutes, but account is still locked out:

Also checked to see if she was in the list of locked users to manually unlock, but nothing is showing up.

Please advise, thank you!