A password reset process that you define in any domain is isolated from a process that
you create in any other domain. Domain
separation enables you to separate data, processes, and administrative tasks into logical
groupings called domains. You can then control several aspects of this separation, including
which users can see and access data.
2Domain separation is
supported in this application. Not all ServiceNow applications support domain
separation; some include limitations on the data and administrative settings that can be
domain separated. To learn more, see Application support for domain
Each password reset process follows these steps:
- The end user asks to reset the password.
- The user provides identifying information (typically username or email address).
- The user verifies the identity — proves that they are who they say they are (typically by
answering questions or submitting a code number that was delivered securely).
- The instance connects to the credential store to confirm the user credentials.
- The instance generates the new password and displays it to the user.
How domain separation works in Password Reset
Domain separation for Password Reset is
applied at the process level. The admin configures the following elements to define a password
reset process: A connection to a credential store, user groups that can use the process, method
of identification, and verifications to use during the process.
- A connection to the credential store where user credentials (like username/password) are
securely stored. Each connection inherits the domain setting from a template called a
connection type. Each connection type is tied to a domain (the connection type record has a
domain field). There are uniqueness constraints on connection names within a domain.
- One or more user groups on the ServiceNow instance that can use the password reset process.
User accounts are members of one or more domains — they use the standard ServiceNow domain separation. When a user
enrolls to use one of the password reset processes that is configured for the organization, the
user is allowed to choose only from the processes in the user’s domain.
- The identification — the method that the end user employs to claim identity for the public
password reset or password change process. Each identification inherits the domain setting from
a template called an identification type. Each identification type is tied to a domain (the
identification type record has a domain field). There are uniqueness constraints on
identification names within a domain.
- One or more verifications — methods to verify the identity of the person who is attempting
to reset the password. Each verification inherits the domain setting from a template called a
verification type. Each verification type is tied to a domain (the verification type record has
a domain field). There are uniqueness constraints on verification names within a domain.
- All Password Reset tables have a domain
- Password Reset process tables include a
sys-overrides column on business rules, UI actions, and so on.
- The Password Reset application is built
using Orchestration. Orchestration supports "Data only" domain
separation — the data security model of separating visibility of data from one domain to
Self-service and Service desk-assisted processes
In addition to configuring the connections, user groups, identifications, and verifications
that are used in each process, the admin specifies one of the following operational methods for
- Self-service process: End users reset passwords over the Internet using a browser on any
supported interface, including mobile devices. The end user can select from any configured
process in the end user’s domain (or child domain of an end user’s domain).
- Service desk-assisted process: End users do not reset passwords. An end user requests the
assistance of a service desk agent, over the phone or in person. The agent processes the
request. Each service desk agent has the Password Reset Admin service desk role. The
“reset request” form that the agent works in presents a User field and a
Process field. On the form, the agent can view all processes in the end
user’s domain, even if the agent is not a member of one or more of the domains.
Password Change process
The Password Change application extends the Password Reset application by letting admins
define how users change their passwords. A service desk-assisted process is not supported. An
admin must publish the URL for the self-service password change form.
The Password Change application enables an end user to change a password over the Internet
using a browser on any supported interface, including mobile devices. The end user can select
from any configured process in the end user’s domain (or child domain of an end user’s
A password change process uses the same elements as a password reset process (connections,
user groups, identifications, and verifications), with the same domain-separation features.