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Password Reset verifications

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Password Reset verifications

Each verification specifies the method and process for verifying the identity of the user that is requesting password reset.

Verifications included with Password Reset

The Password Reset application includes the following verifications in the base system. You can create a verification based on either a base-system verification or a verification type (a template).

Note: The Password Reset Windows Application does not support custom verifications.
Table 1. Password Reset verifications
QA verification Implements a self-service Password Reset model with questions that are included with the base system or custom questions that the admin defines. While enrolling for the process, the user decides which questions to provide answers for. Questions are presented in the language that the user requested during login.
When a user requests password reset, the system poses a specified number of the questions that the user selected during enrollment. The user must answer all questions correctly to verify identity.
QA verification on the Verify page

For information on the user enrollment experience, see Users: Enroll in the Password Reset program using questions and answers.

This verification is based on the Security Questions verification type.

Email verification This verification relies on auto-generated code numbers. You typically implement Email verification as a self-service Password Reset model.

When a user requests password reset, the system sends a verification code to an email address that the user authorized during enrollment. To verify identity, the user then submits the code on the Password Reset Verify page.

For information on the user enrollment experience, see Users: Enroll in the Password Reset program using emailed codes.

The Password Reset Windows Application supports Email verification.

This verification is based on the Email Code verification type.

SMS verification Implements a self-service or service desk-assisted Password Reset model that relies on auto-generated code numbers.

When a user requests password reset, the system sends a code to an SMS-capable device that the user has authorized. To verify identity, the user then submits the code on the Password Reset Verify page.

You can use the ServiceNow Notify feature to send the codes.

For information on the user enrollment experience, see Users: Enroll in the Password Reset program using SMS codes.

This verification is based on the SMS Code verification type.

Google Authenticator verification Password Reset model that relies on auto-generated code numbers. You typically implement Google Authenticator verification as a self-service Password Reset model.

When a user requests password reset, the user reads a code from the Google Authenticator app on a device that the user has paired. To verify identity, the user then submits the code on the Password Reset Verify page.

For information on the user enrollment experience, see Users: Enroll in the Password Reset program using Google Authenticator.

The Password Reset Windows Application supports Google Authenticator verification.

This verification is based on the Google Authenticator verification type.

Personal Data — Confirm Email Address Implements a self-service Password Reset model that relies on user information that is available in the user profile on the instance.

This verification is based on the Personal Data Confirmation verification type.

Personal Data — Enter User Name Implements a self-service Password Reset model that relies on user information that is available in the user profile on the instance.

This verification is based on the Personal Data verification type.

Verifications included with the demo data

The following demo data is based on the Mock verification type:
  • Sample Mock verification #1
  • #2
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