Password Reset and Users not logged

[Luiz Lucena]

Hello, 

We use SSO and we have the Password Reset app deployed and working fine (for users logged in). Even from their Windows computer they can reset their AD password from Windows login page using ServiceNow Password Reset Windows app.

However, some users (contractors) sometimes don't have a company laptop and get locked out or need to reset their passwords. 

We have the password reset link set to public as well as the properties below as described in the documentation:

https://docs.servicenow.com/bundle/utah-servicenow-platform/page/administer/login/reference/password... 
Note: Several components in the Self Service Password Reset (com.snc.password_reset) plugin and the Password Reset (com.glideapp.password_reset) plugin control the password reset flow. The following properties affect Password Reset, but do not appear on the Password Reset > Properties page:

You can add the glide.pwd_reset.onetime.token.validity property to the System Properties [sys_properties] table to specify the number of hours that the Password Reset token should be valid. Default: 12.

Note: The setting for the glide.pwd_reset.onetime.token.validity property takes precedence over the setting for password_reset.request.expiry when the Email Password Reset URL checkbox on the process record is selected.

Properties accessible from the System Properties [sys_properties] table:

• For Password Reset on mobile devices, you can specify the URL that the user is taken to when user taps the Forgot password? button. See the glide.security.password_reset.uri property in High Security Settings . Default: /$pwd_reset.do?sysparm_url=ss_default
• If glide.security.forgot_password.display.link is set to true, displays the Forgot Password? link on the login page.

However, if I use the link "Forgot Password?" in the login.do page or the reset password link provided in the Virtual Agent, I'm being redirected to the login.do page, the redirect is saying "session timeout". 

Any idea what am I missing? I think is something related to SSO configuration, but not sure.

Thanks in advance

[S Gautam Kumar]

Hey @Luiz Lucena,

I faced the same issue recently, where I created Custom Password Reset functionality for public users. Where password reset pages have Customer branding. I created a hard copy (not insert and stay) of $pwd_reset, $pwd_verify, $pwd_new UI pages. Replaced the link in system property: glide.security.password_reset.uri (which is used in Login widget, for "Forgot Password" link).

When trying to access "Forgot Password" link it was redirecting to Login page every time with same message as shown. Then I checked "sys_public" table, where the newly created custom UI pages were not added as active "true". After inserting those it worked for me.