Password Reset Module with Active Directory - Invalid User Name

[DylanB]

Hello, we are in the process of setting up the Password Reset module to allow the Service Desk to reset users' Active Directory passwords.

When running the Service Desk password reset process that has been set up, it returns a general error message. In checking the Flow executions, I discovered that it's failing because of an "Invalid User Name" error message. The username that it's pulling in contains the domain information, for example, it's pulling in jkirk@servicenow.net. The username it needs to be pulling in is just jkirk without the domain information.

I tested manually changing the ServiceNow User ID for JKirk and that allows the password reset to go through successfully, but this User ID information is synced directly from Active Directory, so changing that User ID field is not a permanent solution. 

I saw we can also change the Flow that the password reset process uses but I'm not sure this is the best solution. Has anyone else come across this issue? What's the best course of action here?

[PranavJ2110]

Hi @DylanB, was your issue eventually resolved? I'm facing a similar problem and would appreciate any insight.

[PranavJ2110]

Hi @DylanB, was your issue eventually resolved? I'm facing a similar problem and would appreciate any insights.

[DylanBlumenberg]

Hi Pranav, we didn't end up implementing password reset through ServiceNow and our configuration of it is long gone, so I'm testing my memory here. If I remember correctly, I think that the Password Reset Master Subflow did actually use the modified copy of the Password Reset Flow so using a transform on the username might have worked. Apologies I don't have more info on this!