Password Reset Error General error. Contact service desk for assistance

[Ganesh37]

I am trying to use the Password Reset App and have set up the same. For password reset I am going to https://devxxxxx.service-now.com/$pwd_reset.do?sysparm_url=ss_default , Username and captcha accepted, verifcation successful, when I click on reset password link, I am getting error - "Password Reset Error General error. Contact service desk for assistance ."

Any suggestion on this would be very helpful.

Thanks in advance. 

[Matt Taylor - G]

I have found it is typically easier in the personal developer instances to navigate to your user account in sys_user and open your user record. From there, enter your new password into the password field, update the record, log out and log back in using your new password. Hope this helps!

[adilrathore]

I think in New York version Password reset uses the Flow Designer flows. Have you tried reverting to workflows and see if that works. You need to uncheck Use Flow option within Credential store to use workflows:

https://docs.servicenow.com/bundle/newyork-servicenow-platform/page/administer/login/task/t_CreateAC...

[Darren Lau]

I've spent so many hours banging my head against this issue.  Thank you, thank you!  No wonder the workflows weren't even firing and I couldn't see anything in the workflow contexts.  I too am on New York Path 7 and had to uncheck that box for the AD Credential Store type and everything worked beautifully after that.  To troubleshoot, I manually executed some of the password reset workflows and it worked just fine.  Even found a powershell script on HI that is used by the reset workflow and it executed without a hitch on the mid-server.  Could not for the life of me figure out why that was all working but the actual password reset app wasn't.

[Krishnadeep Puc · Accepted solution]

Hi Ganesh, 

There is an issue with password reset in new york. We are working on it and this will be fixed in NY patch 4.Work around is to disable the flows and switch back to workflows.

Can you let me know the password you are trying to reset is an admin user? 

Thanks

krishna