How do I create a Catalog Task form to submit account unlock or password resets to an Active Directory server or other servers?

[kevin_eldridge]

My task is to create a Catalog Task form, which is modified from the original out of the box catalog task form, from a Catalog Item, which will allow an employee of the company to submit a request to unlock their account or submit a password reset request to the Help Desk. I have tried working in my Developer environment to test this, but am not having much luck with it thus far.

The fields on the form so far are as follows:

Left Column	Right Column
Number	Approval
Requester Name	Priority
Requester E-mail	Priority
Requester Phone Number	Status
Assignment Group	Request Item
Assigned To	Opened By
Due Date
Short Description
Description

I have renamed the State field to Status and Requested for to Requester Name.

I have created a Catalog Item called Account unlock/Password reset for this and am thinking I need to do this via Workflow. But need some assistance with this. If anyone can provide some help, it would be most appreciated. If you need further details, please let me know. We are attempting to create a portal where users can submit requests via a more automated approach.

Thank you,

Kevin

[Pradeep Sharma]

Thanks Kevin for the update. Sorry, this got slipped from my update list.

I think password reset plugin OOTB should fulfill your req. Please refer below link for more info and let me know if I am missing something here.

Password Reset - ServiceNow Wiki

Resetting Passwords - ServiceNow Wiki  

[kevin_eldridge]

Seeing as you answer, what seems to be hundreds of questions a day, I understand. I will take a look at that and see if I can use it for my case.

Thank you,

Kevin

[Pradeep Sharma]

Thanks Kevin for the update.

If for some reason you don't want to go via OOTB then we can have a catalog form where in user can fill the form which will then create a catalog task to unlock the account.

You can create a custom workflow which will be attached to the requested item and will be responsible for creating catalog task. You can automate most of the flow via workflow.

Please let me know if you have additional questions.

[kevin_eldridge]

Hello Pradeep,

In discussions with our ITIL expert, we are wanting the ability to create a Catalog Task and bypass the Request / Requested Item. This would only be for Account Unlock and Password Resets.

There will be other Items, such as a new form for Request for hardware, software, services, etc, in which the ServiceNow Request > Requested Item > Task will be utilized for another section. However, for this, we are simply wanting to create a Catalog Task, not using the Request/Requested Item functionality. I think I need to setup the ACL's to allow this type of functionality.

Do you understand what I am asking for assistance with?

Thank you,

Kevin Eldridge

[Pradeep Sharma · Accepted solution]

Thank you, Kevin, for the update.

The customization of the catalog task form can be done with combination of view rule and ACL.

View Management - ServiceNow Wiki

Using Access Control Rules - ServiceNow Wiki

But if the form has to be exposed to ESS users then I think record producer or catalog item will be best.

http://wiki.servicenow.com/index.php?title=Record_Producer#gsc.tab=0