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‎01-03-2020 06:24 AM
We import users and groups from AD/LDAP and use AD/LDAP to authenticate users into ServiceNow. A user change AD/LDAP password and now cannot access ServiceNow. User can log into local computer with AD/LDAP password and could access ServiceNow with old AD/LDAP password prior to password change. The ServiceNow message is "User name or password invalid".
Manually changing the user's password in ServiceNow to match the AD/LDAP password has no affect. Also, the 'Change Password" UI link returns an error that the old password is incorrect, even when manually setting the password.
We are not orchestrating direct AD/LDAP password updates from ServiceNow. Does ServiceNow cache old passwords when authenticated with AD/LDAP? Is there something else that we are missing?
Solved! Go to Solution.
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‎01-06-2020 11:22 AM
Is this a new LDAP connection or has this been up and running for a while?
Is issue with one user or all users?
If you change something on their user record in AD that's syncing with SN, does it update in SN? IE Title, location, something like that
Did you check the LDAP Logs?
Did you check the system logs that might give you a clue?
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‎01-24-2020 10:26 AM
Although the OP has resolved this issue, there could be another explanation for those who find this thread in search of an answer.
In my organization, we are authenticating to one domain controller from ServiceNow, but there are several on our network. The one where passwords get changed is different than the one we are authenticating to. We tell users who can't get in with newly reset passwords to wait 30 minutes and try again - that gives the domain controllers time to sync up.
