Use Password Reset Identity Verification Process without Password Change / Reset

[cphanson]

I would like to verify the identity of callers to my Service Desk before I provide them service for certain requests.   We use the password reset process which includes functionality for QA verification, etc - I would like to build a process that allows Service Desk to verify caller's identity, but that does not result in a password change / unlock / reset.   When I create a new Process (pwd_process), I can't add verifications unless I check the box for Password change or Password reset.

Process I'm looking for:

0) (Assume user has enrolled already in identity verification)

1) End user ("Caller") calls Service Desk

2) Support analyst initiates a process in ServiceNow to identify the user

3) Analyst locates the name of the user and selects "Identity Verification without password reset" process

4) Analyst is prompted on screen with questions to ask the end user, based on configured verifications (i.e. QA verification, but could be any of the methods I can pick for password reset process, including SMS challenge, etc)

5) Caller gives answers over the phone, analyst enters them to ServiceNow.

6) Result - ServiceNow tells the analyst whether the caller's answers confirmed their identity or not

[Michael Ritchie]

Interesting question.   All of the code for the service desk password reset is exposed to you in your instance so I am thinking you could clone the UI Pages and make modifications to make this work.   This would involve Jelly coding though.

So you could clone the $pwd_reset_serviceDesk UI page which is called when clicking the Service Desk application menu.   In the client script of that page, you will see it calls $pwd_verify on line 94, then that page calls $pwd_new.   So in your versions of this page you could redirect the user to a new incident form passing the verified user as the caller.

I haven't done this personally but it all sounds doable, just a little much for help in a community setting.

[hartr]

Hi - did you find a resolution for this ?

[yoli1]

Hi @cphanson  did you find a resolution for this ?