Password Reset fails to identify user by User ID for Self Service User

[Rizwan Shaikh]

Trying to set up password reset tool

Facing an issue where it is working for Admin user but not for self service user.

I saw an error in Activity log stating 'User does not exist (chris.welch)'

the user does exist in user table and id is correct too. the same is happening with other users too.

In case of Admin users it works fine.

Any idea, what i missed or doing wrong?

Instance version is New York. - 

MID buildstamp: newyork-06-26-2019__patch1-hotfix1a-10-01-2019_10-03-2019_1531

@Göran Lundqvist @Chuck Tomasi 

HELP is much appreciated. Thanks!

[Brian Lancaster]

So I tested this in my PDI and the only difference I noticed is that my verification is Email verification instead of Personal Data - Enter Email Address.  Not sure that would make a difference.

[palanikumar]

Did you configure the password reset process or using the default process available?

The default process uses email verification for password reset. Check whether the user you try to reset has email id populated. If not populate it and try again. 

If you are still facing issue then share your error message

[Rizwan Shaikh]

Yes the user has the email id too.

The setup is pretty much OOB one (Default self Service)

In Activity Error log

Self Service User - User does not exist (chris.welch)

User does exist in user table

For Admin User - User identified successfully (user_sys_id = b3397ad7db308010aaf5ba3239961996)

[Krishnadeep Puc]

Hi Rizwan Shaikh,

In NewYork, IH flows are implemented for password reset application. Please swich back to workflows and try.

To switch back to workflow : 

1) go to https://xxx-service-now.com/pwd_cred_store_type_list.do

2) open Local ServiceNow Instance credential store type and uncheck the user flow checkbox.

If you are still facing the issue, please debug this script include "PwdIdentifyViaUsername".

If the answer is helpful please mark the same

Thnaks

krishna