question Modify Password Change Page (pwd_change.do) in GRC forum

Modify Password Change Page (pwd_change.do)

debmcdaniel — Mon, 07 Nov 2016 20:23:20 GMT

I would like to modify our password change page that users see within the ServiceNow Password Reset application to only show one option for changing password: AD Password Reset - Self Service. How do I achieve this?

Currently the screen shows two options; there is no need to show the AD Password Reset - Service Desk Assisted option (as highlighted).

Re: Modify Password Change Page (pwd_change.do)

Chuck Tomasi — Mon, 07 Nov 2016 20:34:06 GMT

Go to Password Reset> Processes and change the ones you don't want to see to Active=false.

Getting Started with ServiceNow Password Reset - YouTube https://wiki.servicenow.com/?title=Password_Reset

https://wiki.servicenow.com/?title=Password_Reset

Re: Modify Password Change Page (pwd_change.do)

debmcdaniel — Mon, 07 Nov 2016 21:44:53 GMT

If only it were this easy.....

Unfortunately, when I set Active = False for the AD Password Reset - Service Desk Assisted option, then the Service Desk application disappears.

I want to keep both active and only want non-service desk personnel to see "AD Password Reset - Self Service" as an option to select from when changing password.

Re: Modify Password Change Page (pwd_change.do)

Chuck Tomasi — Mon, 07 Nov 2016 22:51:09 GMT

Take a look at this field within the process record:

If left unchecked, the related list "Groups" appears to allow you to enable this password change process for that particular group.

Re: Modify Password Change Page (pwd_change.do)

debmcdaniel — Thu, 22 Dec 2016 05:04:52 GMT

Thanks, Chuck.

This doesn't really work as expected for our business need - I don't think.

What I'm trying to accomplish are three things:

(1) allow all users to be able to reset their own password using the AD Password Reset - Self Service option

(2) allow any user who has not enrolled in password reset (or who may need extra special assistance) to place a call or walk-in to our Service Desk and request assistance in resetting their password

(3) restrict the capability to select the AD Password Reset - Service Desk process to either the ITIL role and/or Service Desk group

When I unchecked the Apply to all Users option in the AD Password Reset - Service Desk process and set the Group to the Service Desk, then no one - including Admin or a Service Desk group member - was able to use the Service Desk process (received the error message No service-desk processes found for the user selected.)

This was not what I wished to accomplish. Instead, I'd like for only the Service Desk staff to see the process AD Password Reset - Service Desk and be able to use this process to reset the password for any caller.

Any suggestions on how to restrict the selection of the Service Desk process to just the members in the Service Desk group and allow the Service Desk staff to reset any users password (regardless of what group the user is in)?

Can I use the role "password_reset_service_desk" in some way to restrict access/ability to select this process?

Is it possible to restrict access/ability to select this process to the ITIL role (thereby allowing any IT staff member with this role) to have the ability to assist customers in resetting passwords using the AD Password Reset - Service Desk process)?

Re: Modify Password Change Page (pwd_change.do)

Chuck Tomasi — Thu, 22 Dec 2016 14:16:39 GMT

Hi Deb,

If the checkbox is unchecked and the groups are identified, and it still does not work "as advertised", reach out to customer support. They should have the answer.

HI Service Portal - ServiceNow

Contact Support | ServiceNow

Re: Modify Password Change Page (pwd_change.do)

sandeep p1 — Fri, 20 Apr 2018 05:40:21 GMT

Hello,

Need some help with the same topic. We were planning to implement the AD password reset feature, but I am wondering how to implement the 'change password' feature that will follow after the reset is done. Once the auto-generated password is populated during reset process, how can we set up the change password feature?

(I've also tried to set the 'Password Change' to active in the 'Process', had the "Enforce history policy" and "Enforce password strength" set to true in my credential store, but nothing worked.)

Also, how can we align the password policy with our AD policies in that change password?

Any inputs will help. Thank you