Product documentation Docs
    • English
    • Deutsch
    • 日本語
    • 한국어
    • Français
  • More Sites
    • Now Community
    • Developer Site
    • Knowledge Base
    • Product Information
    • ServiceNow.com
    • Training
    • Customer Success Center
    • ServiceNow Support Videos
  • Log in

Product documentation

  • Home
How search works:
  • Punctuation and capital letters are ignored
  • Special characters like underscores (_) are removed
  • Known synonyms are applied
  • The most relevant topics (based on weighting and matching to search terms) are listed first in search results
Topics are ranked in search results by how closely they match your search terms
  • A match on the entire phrase you typed
  • A match on part of the phrase you typed
  • A match on ALL of the terms in the phrase you typed
  • A match on ANY of the terms in the phrase you typed

Note: Matches in titles are always highly ranked.

  • Release version
    Table of Contents
    • Now Platform capabilities
Table of Contents
Choose your release version
    Home Madrid Now Platform Capabilities Now Platform capabilities Password Reset application Password Reset admin guide

    Password Reset admin guide

    • Save as PDF Selected topic Topic & subtopics All topics in contents
    • Unsubscribe Log in to subscribe to topics and get notified when content changes.
    • Share this page

    Password Reset admin guide

    The Password Reset application enables an end user to reset or change a password using a self-service process. Alternatively, your organization can implement a process that requires a service desk agent to reset passwords for end users.

    Watch the video: Introducing Password Reset (video)

    Password Reset processes

    Users with the password_reset_admin role configure how the process of resetting a password works for an end user.
    • Self-service process: Users reset passwords over the Internet using a browser on any supported interface, including mobile devices.
    • Service desk-assisted process: A user requests the assistance of a service desk agent, over the phone or in person. Users do not reset passwords.

    End-user experience of the self-service process

    The following example is typical:

    1. On the login page, the user clicks the Forgot Password? link to start the process.
      Login page
    2. The Identify page opens and the user enters their identifying information (typically username or email address). The example includes the default Google reCAPTCHA security feature:
      Identify page
    3. On the Verify page, the user verifies their identity by providing information that proves that they are who they say they are. You, the admin, configure the method of verification and you can require multiple verifications. In the example, the admin has configured the Security Question verification. The user must answer a question to prove identity. (Earlier, the user selected the question and provided a secure private answer while enrolling for the password reset process.) Other possible verifications require the user to enter a code number that was sent to a mobile device by SMS text, through the Google Authenticator app, or by email.
      Verify page
    4. The system checks the credential store to verify identity and then displays the new password on the Reset page.
      Reset page

    Elements of a password reset process

    You configure the following elements of the process for your organization:

    • A connection to the credential store for your organization where user credentials (like username/password) are securely stored.
    • One or more user groups on the ServiceNow instance that can use the password reset process.
    • The type of identification that users must enter to identify themselves (typically username or email address).
    • One or more verifications — methods to verify the identity of the user. Examples:
      • Answer a question that only the user knows how to answer — the QA Verification (based on the Security Question verification type).
      • Enter a code number that was emailed to the user — the Email verification.
      • Enter a code number that was texted to a mobile device — the SMS verification.
      • Enter a code number that appears on the Google Authenticator app on a mobile device — the Google Authenticator verification.

    How you implement a password reset process

    1. Plan your implementation: Ensure that all applicable organizational guidelines, security policies, and areas of the organization are considered.
    2. Set up the elements of the password reset and password change processes according to the plan:
      • Connection to the credential store.
      • User groups that will use the password reset process.
      • Identification type to use.
      • Verifications to use.
    3. In the service desk-assisted model, assign service desk agents to monitor and reset passwords as needed.
    4. Monitor password reset activity to identify security threats and to ensure compliance with the password policy requirements of your organization.

    Password Reset Windows Application

    If a user forgets the password or gets locked out of a Windows computer, the user can reset the password directly from the Windows login screen. The user clicks the Forgot Password? link and is then guided through the process of resetting the password. To learn more, see Password Reset Windows Application.

    Password Change application

    The Password Change application extends the Password Reset application by letting admins define how users change their passwords. Only a self-service process is supported and an admin must publish the URL to the password change form.
    1. The user logs in to the instance and then selects the Change Password module or link from the user profile record. Password change is supported on mobile devices.
    2. On the Change Password page, the user selects the credential store where the password resides.
    3. The user enters the old password and then enters and confirms a new password.
    4. Workflows validate the old password and then implement the new password.
    5. The system notifies the user that the password was changed.

    What to do next

    Plan your Password Reset processes
    • Example: The default self-service Password Reset process

      The default self-service Password Reset process enables a user to reset the password without assistance from service desk agents.

    • Plan your Password Reset processes

      To ensure security and efficiency, take the time to plan your Password Reset implementation.

    • Configure your Password Reset process

      To implement the process, you configure credentials, verification methods and settings, and enrollment settings. You also specify which users the process applies to.

    • Customizing Password Reset processes

      Password Reset scripts enable you to customize Password Reset by creating your own credential store, verification, and identification types, and extend them by defining extension scripts. You can also create a custom credential store type, custom verification type, or verification.

    • Service desk: Reset a password or unlock a user account

      In a service desk-assisted Password Reset process, service desk agents with the password_reset_service_desk role reset user passwords when the end users cannot reset passwords by themselves, such as when they've forgotten their verification answers.

    • Integrate Password Reset with a Service Portal widget

      You can enable a Password Reset process in a Service Portal page by adding a widget that opens the password reset pages inside the portal.

    • Integrate Password Reset with a CMS integration

      You can configure a site in the ServiceNow content management (CMS) application to define a single-site access point that includes the Password Reset service. For example, you can create an employee self-service site that provides Password Reset service.

    • Password Reset and Password Change reports and logs

      The Password Reset application provides several tools for monitoring and troubleshooting password reset activities.

    Tags:

    Feedback
    On this page

    Previous topic

    Next topic

    • Contact Us
    • Careers
    • Terms of Use
    • Privacy Statement
    • Sitemap
    • © ServiceNow. All rights reserved.

    Release version
    Choose your release version

      Password Reset admin guide

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Password Reset admin guide

      The Password Reset application enables an end user to reset or change a password using a self-service process. Alternatively, your organization can implement a process that requires a service desk agent to reset passwords for end users.

      Watch the video: Introducing Password Reset (video)

      Password Reset processes

      Users with the password_reset_admin role configure how the process of resetting a password works for an end user.
      • Self-service process: Users reset passwords over the Internet using a browser on any supported interface, including mobile devices.
      • Service desk-assisted process: A user requests the assistance of a service desk agent, over the phone or in person. Users do not reset passwords.

      End-user experience of the self-service process

      The following example is typical:

      1. On the login page, the user clicks the Forgot Password? link to start the process.
        Login page
      2. The Identify page opens and the user enters their identifying information (typically username or email address). The example includes the default Google reCAPTCHA security feature:
        Identify page
      3. On the Verify page, the user verifies their identity by providing information that proves that they are who they say they are. You, the admin, configure the method of verification and you can require multiple verifications. In the example, the admin has configured the Security Question verification. The user must answer a question to prove identity. (Earlier, the user selected the question and provided a secure private answer while enrolling for the password reset process.) Other possible verifications require the user to enter a code number that was sent to a mobile device by SMS text, through the Google Authenticator app, or by email.
        Verify page
      4. The system checks the credential store to verify identity and then displays the new password on the Reset page.
        Reset page

      Elements of a password reset process

      You configure the following elements of the process for your organization:

      • A connection to the credential store for your organization where user credentials (like username/password) are securely stored.
      • One or more user groups on the ServiceNow instance that can use the password reset process.
      • The type of identification that users must enter to identify themselves (typically username or email address).
      • One or more verifications — methods to verify the identity of the user. Examples:
        • Answer a question that only the user knows how to answer — the QA Verification (based on the Security Question verification type).
        • Enter a code number that was emailed to the user — the Email verification.
        • Enter a code number that was texted to a mobile device — the SMS verification.
        • Enter a code number that appears on the Google Authenticator app on a mobile device — the Google Authenticator verification.

      How you implement a password reset process

      1. Plan your implementation: Ensure that all applicable organizational guidelines, security policies, and areas of the organization are considered.
      2. Set up the elements of the password reset and password change processes according to the plan:
        • Connection to the credential store.
        • User groups that will use the password reset process.
        • Identification type to use.
        • Verifications to use.
      3. In the service desk-assisted model, assign service desk agents to monitor and reset passwords as needed.
      4. Monitor password reset activity to identify security threats and to ensure compliance with the password policy requirements of your organization.

      Password Reset Windows Application

      If a user forgets the password or gets locked out of a Windows computer, the user can reset the password directly from the Windows login screen. The user clicks the Forgot Password? link and is then guided through the process of resetting the password. To learn more, see Password Reset Windows Application.

      Password Change application

      The Password Change application extends the Password Reset application by letting admins define how users change their passwords. Only a self-service process is supported and an admin must publish the URL to the password change form.
      1. The user logs in to the instance and then selects the Change Password module or link from the user profile record. Password change is supported on mobile devices.
      2. On the Change Password page, the user selects the credential store where the password resides.
      3. The user enters the old password and then enters and confirms a new password.
      4. Workflows validate the old password and then implement the new password.
      5. The system notifies the user that the password was changed.

      What to do next

      Plan your Password Reset processes
      • Example: The default self-service Password Reset process

        The default self-service Password Reset process enables a user to reset the password without assistance from service desk agents.

      • Plan your Password Reset processes

        To ensure security and efficiency, take the time to plan your Password Reset implementation.

      • Configure your Password Reset process

        To implement the process, you configure credentials, verification methods and settings, and enrollment settings. You also specify which users the process applies to.

      • Customizing Password Reset processes

        Password Reset scripts enable you to customize Password Reset by creating your own credential store, verification, and identification types, and extend them by defining extension scripts. You can also create a custom credential store type, custom verification type, or verification.

      • Service desk: Reset a password or unlock a user account

        In a service desk-assisted Password Reset process, service desk agents with the password_reset_service_desk role reset user passwords when the end users cannot reset passwords by themselves, such as when they've forgotten their verification answers.

      • Integrate Password Reset with a Service Portal widget

        You can enable a Password Reset process in a Service Portal page by adding a widget that opens the password reset pages inside the portal.

      • Integrate Password Reset with a CMS integration

        You can configure a site in the ServiceNow content management (CMS) application to define a single-site access point that includes the Password Reset service. For example, you can create an employee self-service site that provides Password Reset service.

      • Password Reset and Password Change reports and logs

        The Password Reset application provides several tools for monitoring and troubleshooting password reset activities.

      Tags:

      Feedback

          Share this page

          Got it! Feel free to add a comment
          To share your product suggestions, visit the Idea Portal.
          Please let us know how to improve this content

          Check any that apply

          To share your product suggestions, visit the Idea Portal.
          Confirm

          We were unable to find "Coaching" in Jakarta. Would you like to search instead?

          No Yes
          • Contact Us
          • Careers
          • Terms of Use
          • Privacy Statement
          • Sitemap
          • © ServiceNow. All rights reserved.

          Subscribe Subscribed Unsubscribe Last updated: Tags: January February March April May June July August September October November December No Results Found Versions Search preferences successfully updated My release version successfully updated My release version successfully deleted An error has occurred. Please try again later. You have been unsubscribed from all topics. You are now subscribed to and will receive notifications if any changes are made to this page. You have been unsubscribed from this content Thank you for your feedback. Form temporarily unavailable. Please try again or contact  docfeedback@servicenow.com  to submit your comments. The topic you requested does not exist in the release. You were redirected to a related topic instead. The available release versions for this topic are listed There is no specific version for this documentation. Explore products Click to go to the page. Release notes and upgrades Click to open the dropdown menu. Delete Remove No selected version Reset This field is required You are already subscribed to this topic Attach screenshot The file you uploaded exceeds the allowed file size of 20MB. Please try again with a smaller file. Please complete the reCAPTCHA step to attach a screenshot
          Log in to personalize your search results and subscribe to topics
          No, thanks Login