Hello,
Our organization hasn't rolled out SSO to all applications.
There are more than 50 applications. ( SSO is on the roadmap).
This means that users often need to reset passwords or have their accounts unlocked. This is a manual process that is by Service Desk, by creating incidents for any password reset.
While it is easy enough to create a simple record producer that lets the user submit an incident through the portal which in turn requires follow up from SD, it does affect overall incident metrics at times. Password Reset in my opinion is more of a Service Request than an incident.
I can think of an intake form with the following fields -
- Requested For
- Application Service
- Follow up method - select box - (email, phone, walk up etc)
There are 2 options for intake
- Record producer that continues to create incidents for SD.
- Catalog Item that is an intake form that creates RITMs, with one Catalog Task that gets assigned to SD.
However, I am curious if we could use Password Reset application for this.
Eventually, we do want to implement SSO for all these apps, and automate it using Password Reset on ServiceNow.
From my investigation, it doesn't look like this application can be easily used for manual, Service Desk -driven process with no automation.
I would love to hear your thoughts on the best scalable approach.
