Password Reset Plug-In Auto-Enrollment

[esioson]

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

Scenario:

My users/customers of ServiceNow are our external customers, NOT internal users within our company.   I have LDAP integration already enabled for the internal users of my company.   For my users/customers, I have activated the Password Reset plug-in and configured it so that the process uses the QA verification.   I have 3,000 customers that have the potential of NOT remembering their password and I don't want to have to shoulder my Support group to have to take incoming incidents just to reset their password.

I've made the Reset Password form available off a link on the Login page so that my customers can get to it from here to reset their password.   I followed the wiki article noted here:   Password Reset - ServiceNow Enterprise Wiki. Again, everything works, EXCEPT, I'm missing a step somewhere although I've checked off auto-enrollment.   How do I auto-enroll all of my users/customers?

I know how to manually enroll users, however, I don't want to manually enroll 3,000 users.   The plug-in provides a check-box that you can check to select to auto-enroll, however, it doesn't look to do anything.   The ONLY reference to auto-enrollment in the wiki article is this one sentence:   "Users who have not been auto-enrolled in a password reset program must go through an enrollment procedure".   However, the missing piece is the HOW TO auto-enroll your users.   Without a user being enrolled, they cannot use the password reset option.   What I have set up currently is when the user goes to password reset page, it does a validation against the User table to validate that their email/user ID exists.   It then asks them to type in the captcha value into a field.   At this point, once "enrolled", they'll be prompted to answer the security questions and if they answer correctly, it will proceed to allow them to reset their password.   Again, my problem isn't that the feature doesn't work.   My problem is getting everyone "auto-enrolled" so that they can use it.

Has anyone done this before that can share how they did it?   Many many thanks!

I have already combed through ALL of the articles, dicussions, etc. that exist in the community that have any reference to "password reset", "auto-enroll", "password" and have read through all of them and there is nothing in anything that currently exists today and it doesn't.   Once I have this piece identified on how to do it, I'll post the information in the Community for reference to anyone else that may run into this same issue.

Thanks!

[Kshitij Sheth]

Hi Prashant,

Could you please let me know how exactly you've put the self service password reset link in SSO enabled environment? Also let me know how did you enable Auto Enrolment? Is that something which sets some basic security questions based on your user profile or as per Ernadel's explanation?

Regards,

Kshitij

[syap]

Hi Ernadel,

Where do you check the "auto-enrollment" to activate the Enrollment Module for users?

V/r,

Steve

[amitsinghal]

can i perform login validation on my custom UI page. and once it's success full, i would like it to re-direct to one of my URL. is it possible?

[jean-lucchatton]

Hi,

Explanation about the auto enrollment found in the datasheet of password reset "End users may enroll in password reset by configuring their identity verification methods, or they may be automatically enrolled through user data already existing in ServiceNow." If you check the option "Automatic enrollment" in the "Password Reset Verification Type > Security Questions Verification Type" then the "Enrollment UI" and "Enrollment processor" disappear. That means auto enrollment is done by the system,

Regards

Jean-Luc