question Re: Azure AD Password Reset Spoke in Virtual Agent forum

Azure AD Password Reset Spoke

BrianS344076034 — Tue, 29 Jul 2025 13:13:38 GMT

Hello

We have the spoke configured and everything seems to work except the option for Password Reset

I can query accounts, I can get the last time the password was set, I can pull all the user data, but when I try and reset a password I get the error - Forbidden Request.The access token is expired or may not be available

We have looked at this post - https://www.servicenow.com/community/developer-forum/servicenow-amp-microsoft-ad-azure-spoke-pw-reset-issues/m-p/2703846#M1045804

and it sounds close to the same issue

We also have a Hybrid environment and we can reset the passwords in Azure.

Our Admin has granted the token the access to complete this, but its just locking up on the one request

Full error

 "Action Status": {
        "code": 1,
        "message": "Error:  Forbidden Request.The access token is expired or may not be available (Process Automation.a50608a8776521105fff7277ba5a9962; line 6)"
    }

We are stuck and not sure what we should look at to try and resolve

Any ideas?

Re: Azure AD Password Reset Spoke

Viraj Hudlikar — Tue, 29 Jul 2025 15:01:02 GMT

Hello @BrianS344076034

The error stated by you usually occur due to token expiration or missing permissions in the Azure AD OAuth setup.

Did you verify the token expiration and refresh token settings. Ensure the token is not expired and can be refreshed.

Ensure the app registration has below permission and Admin consent must be granted for these scopes.

User.ReadWrite.All
Directory.AccessAsUser.All
Directory.ReadWrite.All

authenticationMethod: resetPassword - Microsoft Graph v1.0 | Microsoft Learn

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.

Re: Azure AD Password Reset Spoke

BrianS344076034 — Thu, 31 Jul 2025 16:10:34 GMT

@Viraj Hudlikar
appreciate this
do you know if there is a technical document from SN that explicitly states these fields, the one we followed didn't call them out. Our global admin is hesitant to add them with out a document

Re: Azure AD Password Reset Spoke

Bhuvan — Thu, 31 Jul 2025 16:25:25 GMT

@BrianS344076034

Refer this for Azure AD integration and related permissions,

https://www.servicenow.com/docs/bundle/yokohama-servicenow-platform/page/administer/login/task/config-ad-credential-store.html

https://www.servicenow.com/docs/bundle/yokohama-it-asset-management/page/product/software-asset-management2/concept/integrate-with-azure-ad.html

Thanks,

Bhuvan

Re: Azure AD Password Reset Spoke

Viraj Hudlikar — Fri, 01 Aug 2025 09:24:59 GMT

Hello @BrianS344076034

Bhuvan has already provided link, do refer it and it will be helpful for you.

I hope your concern has been fully addressed. If it resolves your issue, please consider marking it as the accepted solution. This will ensure others in the community can benefit from the solution too.

As per new community feature you can mark multiple responses as correct.

Thanks & Regards
Viraj Hudlikar.