ServiceNow Password Reset Application implementation, while preserving Microsoft authentication
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10-17-2023 01:47 PM
We are implementing the ServiceNow Password Reset application and we ran into challenges with MFA.
We have not been able to find a way to "federate" MS Authentication as the client currently uses (number prompt from the website instead of the 6-digit number entry from the Authenticator app, all tied to an existing work account) and we seem to need to have all end-users re-enroll under a separate work account to the MS Authenticator - which will result in a different user experience (as ServiceNow PR app uses the 6-digit code entry).
The client also uses the MS MFA in other systems and thus we are unable to completely disable the MS solution.
Has anyone had any similar experience with implementing the ServiceNow Password Reset application, especially in organizations that had an existing Microsoft MFA set up and wanted to keep using it.
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10-31-2023 08:16 AM
Hi @amlesh_NR,
This is the exact problem we are facing as we are implementing Virtual Agent and incorporating a Password Reset via AD. Leadership is not happy that users would have to re-enroll and have multiple accounts in an authenticator app.
Were you able to find a solution?
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02-27-2024 06:14 AM
I have the same question, current users have Microsoft Authenticator push notification and number prompt as primary multi-factor authentication. I would no want yet another account to enrol. Is there a way to just have the existing corporate authentication account and number prompt process for SN PR app?
