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06-03-2026 08:13 AM
Hi Community,
What are some of the options to verify user's identity when they contact helpdesk to reset their MFA?
Solved! Go to Solution.
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06-10-2026 08:08 AM
Usually these types of processes will be controlled by your Security Team in collaboration with the helpdesk. I would say there are many different options Tanushuree outlined a few. You could also provide the ServiceDesk with a UI button/action that will let a flow send a text to their number with a random sequence that the caller can then verify. Ultimately though, its a layered approach it should always involve multiple steps.
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06-03-2026 09:43 AM
It could be
- Send a push notification to the user’s mobile app ( like okta push notification)
- Issue an OTP via SMS to the verified mobile number .
- Verify user data in User database (sys_user)
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti
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06-10-2026 08:08 AM
Usually these types of processes will be controlled by your Security Team in collaboration with the helpdesk. I would say there are many different options Tanushuree outlined a few. You could also provide the ServiceDesk with a UI button/action that will let a flow send a text to their number with a random sequence that the caller can then verify. Ultimately though, its a layered approach it should always involve multiple steps.
