Password reset from Virtual agent ServiceNow in Azure AD

[Dinesh90]

Hi @Ambuj Tripathi ,
can you please help me on the step by step process to implement an integration b/w ServiceNow and Azure AD for password reset of a user using ServiceNow virtual agent.

I have a virtual agent using that an user will submit a INC for password reset and it should reset the user's password in AD and trigger an email to user with new password.

Can you please guide me on this.

[Ankur Bawiskar]

@Dinesh90 

are you using microsoft spoke?

if yes then check what's required and ask user to input those and invoke the Subflow/action which does this in flow designer

Integrate Password Reset with your Active Directory service 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Dinesh90]

@Ankur Bawiskar  : thanks for your response
no not using the AD spoke, can you guide me how to setup an integration step by step b/w servicenow and AD for a user password reset using VA

[Ankur Bawiskar]

@Dinesh90 

to setup step by step the link I shared should help such as setting up mid server, credentials etc

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Aniket Chavan]

Hello @Dinesh90 ,

This should be fairly straightforward for you to get going. I'd recommend starting by following the documentation shared by @Ankur Bawiskar  it's a good step-by-step reference. You can set this up using either the Microsoft AD v2 spoke or the Microsoft Active Directory Spoke. Both include the "Reset AD User Password" action, so it depends on what fits better in your environment.

If you already have the setup in place where the INC gets submitted via Virtual Agent, then you're halfway there. You'll just need to configure a flow that triggers only for those specific INCs. Within that flow, you can use the appropriate AD Spoke action to perform the password reset.

I've personally implemented AD integration using both spokes — we had some specific use cases that required it — and it worked well. The only part that might require a bit of attention is setting up the connection. But even that’s pretty manageable as long as you have the right credentials and access to the AD user being used in the integration, along with a properly configured MID server.

Let me know if you hit any roadblocks or need a hand with anything along the way.

🔹 Please mark ✅ Correct if this solves your query, and 👍 Helpful if you found the response valuable.

Best regards,
Aniket Chavan
🏆 ServiceNow MVP 2025 | 🌟 ServiceNow Rising Star 2024