"User Must Reset Password" option not working in the password reset module.

[prashantdaruka]

Reaching out to the Service Now community to see if anyone has run into the same problem and how they have addressed it.   Thanks very much in advance.

I have activated the Password Reset Module in our Service Now instance. I created a process and enrolled myself for the password reset. In the process, there is an option- "User must reset password" which we are using. In my understanding, this option must force a user to change his/her password after the reset is done and the user logs on for the first time. But this particular function is not happening and the users are not unable to change their password, hence being forced to use the password generated by the system.

If anyone has worked on the Password Reset plugin, do let me know the solution for the same.

[Kushagra Mehrot]

Is this for AD password Reset because Users whose credentials are held in the local ServiceNow instance credential store are prompted to change their password the first time that they log in. Users whose credentials are held in an Active Directory credential store are not prompted to change their passwords in the ServiceNow instance. Such users must change their passwords from a computer on the domain.

[tony_barratt]

Hi Prashant,

Is this the wiki link that refers to the "Password Reset Module" you mention? Or does a different wiki link apply?

Password Reset - ServiceNow Wiki

1 Overview

The Password Reset application helps organizations implement and monitor a customizable self-service or service-desk process for resetting and changing passwords on the local ServiceNow instance. Subscribing to the Password Reset Orchestration Add-on provides the ability to reset passwords on Active Directory and other credential stores. To see an introductory video on Password Reset, go to Introducing Password Reset (Video).

Password reset is available starting with the Dublin release.

Best Regards

Tony

[nick702]

I am looking at this same issue. I have tried using the field 'User must reset password' however it is just causing issues for me. When this is checked, I use the ctrl+alt+del feature to reset my apssword and, to hopefully force myself to change to a new password. What I am seeing instead is a failure and this error:

{"message":"Authentication failure with the local MID server service credential.","isFatal":true,"activityName":"Reset the password","wfName":"Pwd Reset - AD"}

Once I removed this checkbox again and retried, the reset worked without asking to Change. I would think that these very basic password reset processes would have been included and work flawlessly in this solution. Has anyone else seen this and have any fixes? Thank you