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Configure your Password Reset or Password Change process

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Configure your Password Reset or Password Change process

To implement the process, you configure credentials, verifications, and users.

Before you begin

Role required: password_reset_admin or admin

  1. Be sure to Plan your Password Reset strategy.
  2. Create the credential store record for user names and passwords that are managed.
    Note: For LDAP integrations: If the Active Directory settings require users to reset the password when logging in, the results depend on the password reset plugin that is installed.
    • The Password Reset plugin cannot change an AD password. End users will not be able to log in to the instance.
    • The Self Service Password Reset plugin depends on the Password Reset Basic plugin. Self-service is intended for password reset only on the local ServiceNow instance and cannot change an AD password.
    • The Password Reset Orchestration Add-on plugin is built on top of Orchestration AD activities. The plugin supports changing the AD password.
  3. Define the verifications that the process will use.

About this task

A Password Reset process consists of the following elements:
  • The credential store that contains user login credentials.
  • Optionally, the user groups that are authorized to use the Password Reset process.
  • The verifications (extension script includes) that verify the identity of the requesting user and that enable the service desk agents to authorize reset of the password.


  1. Navigate to Password Reset > Processes.
  2. Click New and then specify a meaningful Name and Description for the process.
  3. Select the Credential store that contains the user credentials that the process applies to.
  4. Specify the process that you are defining: Select the Password Reset check box and/or the Password change check box.
  5. Specify the Apply to all users setting.
    Apply to all users settingResult
    Selected All users use the process that you are defining. This setting is useful only if all users have access to the authentication methods that are defined in this process.
    Not selected Only the users in the groups that you specify use the process. You specify the groups in the Groups related list.
  6. If you selected Password Reset, fill in the Password Reset Details tab and, optionally, the Advanced tab. See Settings on the 'Password Reset Details' tab and Settings on the Password Reset 'Advanced' tab.
  7. Save the form. The form refreshes and additional related lists appear.
  8. From the Password Reset Process Verifications related list, select one or more verifications. See Password Reset verifications.
  9. (Optional) From the Password Reset Process Groups related list, select the user groups that will use the process that you are defining.
    The Password Reset Process Groups related list appears only if the Apply to all users check box is not selected.
  10. Select the Active check box to enable the Password Reset process that you configured. The check box is available only after the record has been saved.
  11. Click Update.
  12. Navigate to Password Reset > Properties to set the properties that configure the Password Reset experience for end users.