Anyone know how to edit the content of the SMS message sent for password reset verification

Susan Davidson · ‎04-17-2025

We are using Twilio integrated with servicenow for notify.

We are in the middle of setting up a version of service desk assisted password reset (but really just for identity verification)

I have it where the user can enroll with sms and get sent a text message (from twilio number via notify) but cannot for the life of me find where the message is configured that gets sent to the user - it is not in the push notifications nor is it in email notifications.

Currently is sending a message that says "Password reset verification code: xxxxxx" - I want it to say "Identity Verification code: xxxxxx"

Anyone know where i can change the text content that is sent?

Dr Atul G- LNG · ‎04-17-2025

Hi @Susan Davidson

I think it may be the sys_ui_message table. If it's not there, it's better to log a case with Now Support.

https://www.servicenow.com/docs/bundle/yokohama-servicenow-platform/page/administer/login/task/t_Not...

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Susan Davidson · ‎04-17-2025

Yeah i don't see it there either unfortunately. I will open a case with support if needed i was just hoping someone who had done this before may have a quicker answer. Thanks!