Password Reset Application

Jim Coyne · ‎08-13-2014

Anyone try using the new Password Reset application in Dublin / Eureka? I was wondering how easy it is to integrate with AD. How long did it take to get up and running? Pros? Cons? Any hidden issues?

I'm also wondering if the "Password Reset - Orchestration Add-on" requires the Orchestration plugin as well. I would assume so, the wiki does not explicitly say so, but I don't like to assume anything with SN licensing anymore.

Thanks

Jim

TrevorK · ‎08-19-2014

One of the challenges we found with the AD Password Reset is that, using the built-in ServiceNow workflow items, the account needed to be a Domain Administrator (which our AD Team would not allow). We ended up having to develop our own powershell command to do the password reset on the MID Server, rather than using the SN way of calling out to the DC. Not hard, but frustrating. It appears that those who do Discovery had the same sort of issues when I did a search at the time.

You can do the AD Password Reset without Orchestration as far as I recall when you write your own commands to work with the Powershell probe on the MID Server. We had to do this and I seem to recall thinking that it is a loophole or something, because you can write everything through the MID Server without much trouble.

One other thing we also found is that the ServiceNow SMS feature did not text to phone number, it texted to 11122233333@att.com, and thus required the carrier information to be present. We ended up just coding a call to Twilio, which was easy enough, and it handles the text to phone number (as our phone numbers sync from an external system).

We really found it was shoe-horning ServiceNow into a world where we could perform the tasks we need much better without ServiceNow (we need to share data with ERPs), and just use a web service to feed the data into ServiceNow about what is being done (failed attempts, successful attempts, etc). I also seem to recall that SN had a Password Reset app (above and beyond Orchestration) but you paid a monthly fee for each user in your system, and with 180,000+ users, that was not going to work too well for us.

I am using words like "I recall" and a lot of past tense because we are going a different route for password reset. But I have it all developed (without the use of Orchestration workflow items even though we have Orchestration) and such in our instance to demo the functionality of it.

Oh - I should also state I have only used this in Dublin/Calgary, not Eureka. We do not have that loaded yet.

Hopefully that helps. As you can tell, sometimes I ramble on too much.

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kdc · ‎08-19-2014

Yes Jim. It does require the Orchestration plugin.

TrevorK · ‎08-19-2014

One of the challenges we found with the AD Password Reset is that, using the built-in ServiceNow workflow items, the account needed to be a Domain Administrator (which our AD Team would not allow). We ended up having to develop our own powershell command to do the password reset on the MID Server, rather than using the SN way of calling out to the DC. Not hard, but frustrating. It appears that those who do Discovery had the same sort of issues when I did a search at the time.

You can do the AD Password Reset without Orchestration as far as I recall when you write your own commands to work with the Powershell probe on the MID Server. We had to do this and I seem to recall thinking that it is a loophole or something, because you can write everything through the MID Server without much trouble.

One other thing we also found is that the ServiceNow SMS feature did not text to phone number, it texted to 11122233333@att.com, and thus required the carrier information to be present. We ended up just coding a call to Twilio, which was easy enough, and it handles the text to phone number (as our phone numbers sync from an external system).

We really found it was shoe-horning ServiceNow into a world where we could perform the tasks we need much better without ServiceNow (we need to share data with ERPs), and just use a web service to feed the data into ServiceNow about what is being done (failed attempts, successful attempts, etc). I also seem to recall that SN had a Password Reset app (above and beyond Orchestration) but you paid a monthly fee for each user in your system, and with 180,000+ users, that was not going to work too well for us.

I am using words like "I recall" and a lot of past tense because we are going a different route for password reset. But I have it all developed (without the use of Orchestration workflow items even though we have Orchestration) and such in our instance to demo the functionality of it.

Oh - I should also state I have only used this in Dublin/Calgary, not Eureka. We do not have that loaded yet.

Hopefully that helps. As you can tell, sometimes I ramble on too much.

Jim Coyne · ‎08-21-2014

Thanks for all the info.

james_owen · ‎09-15-2014

Hi Trevor,

Would you mind sharing which route you ended up taking for password reset?

Thanks,

James