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]

Hi Kevin,

Can you please let me know what is the exact issue you are facing. Sorry if I am missing something here.

[kevin_eldridge]

Hello Pradeep,

Perhaps I am have confused the table structure inside ServiceNow. However, what I am wanting is to be able to create a Catalog Task either independently of a Request and Request Item, or setup some structure that would allow for a user to make a Account Unlock/Password Reset request via a form. My thinking would be to create a Request, which generates the Requested Item, and Catalog Task. The Catalog Task would have a workflow to allow a user to either unlock their own account from AD or submit a Password Reset Task to the Help Desk, who can then contact the user to verify their identity.

How I am going about this is to create a View for internal employees/contracts and a View for tenants, such as merchants or vendors, whom also have accounts on respective systems. I am thinking I could make a View Rule based on role of the user and if they do not have a role or have specific roles to have them use the tenant view as that would be the default view.

What are your thoughts on this?

[kevin_eldridge]

Pradeep Sharma wrote:

Hi Kevin,

Can you please let me know what is the exact issue you are facing. Sorry if I am missing something here.

The issue I am facing is I am recreating the TEST environment in my Developer instance for my own testing and programming knowledge. What is going on is, we have 54 total user roles. The roles are not currently being used in any way, rather Company is being used, and users of a certain company is considered part of the organization, with everyone else is a tenant.

We want to create the internal structure first for employees and then work on the tenant portion afterwards or at the same time. I think it would be easier to get the underlying structure in place and then add the internal components later.

The ITIL person that works with me is stating that we should be able to create a Catalog Task independent of creating a Request Item and Request. My thinking of how ServiceNow is structured, this might not work. Although, there is nothing stopping us from creating a Catalog Task separately from a Request or Request Item. What I would like to do is, keep the current Request structure in tact and if the Catalog Task is closed and it is for an Account Unlock/Password Reset to close the Request and Request Item upon closure of the Account Unlock/Password Reset. I am sure I can setup a workflow to do this, but I am uncertain of how to construct this or if this has been done before. My thinking is that someone has already done this. If not, I would be a first and would love to create this in ServiceNow.

Maybe I am dreaming right now. But, trying to do my best with it.

[kevin_eldridge]

Hello pradeepksharma,

Do you understand what I am asking based on the information I have submitted thus far?

If you need additional details I can provide as much as you need.

Thank you,

Kevin