Hey I can help you is this dedicated like it exited game and there is a console or you go straight into game??
ok For the dedicated one that console thing type set rconpassword *** (***=password you want to set) then hit enter. In game bring up the console usually the ~ key and type rconpassword ***.
If you need any other help just ask.
You will need to edit your server.cfg file with a rcon password. Then upload via ftp to the server and have them reset the server or if you have access to a control panel , restart the server.
for more info, check out my site http://www.mohadmin.com . Look under the guides section for rcon guide or how to setup a dedicated server.