Password Reset Windows Application for ServiceNow Password Reset Orchestration - Add on

[vikrantsharma]

Hi All,

We are trying to do a PoC for Password Reset Orchestration - Add on Module. We have configured the Module with the Credential store and verification option.

We are also want to do use Windows application for password reset, We have installed that as well, however, it doesn't do anything.

We have 3 instances and as this a PoC we are using one of our non-prod instance.

My question is to start using the windows app for the Password reset, do we have to do any special configuration for the app. At the moment I am not able to see any documentation for this, nor have I seen any option on the module itself to configure the App to interact it with a certain instance.

Any help would be appreciated. 

Thanks in Advance.

[deanproctor]

For Windows the password reset guides explains: and I showed how to activate the plugin at the bottom.

Requirements

Role required: admin

Note: The Password Reset application is not available during upgrade.

Active and available plugins

• A simple version of the Password Reset application is active by default and includes example verifications. The base system enables connections only to the Local ServiceNow Instance credential store type. For details, see Credential stores for Password Reset.
• To enable connections to Active Directory (AD) and Remote (SOAP) ServiceNow Instance credential store types, you must activate the Password Reset - Orchestration Add-on plugin. The plugin also activates the Password Reset Windows Application (com.glideapp.password_reset_desktop). No other components are installed. Orchestration is available as a separate subscription. See Activate the Password Reset - Orchestration Add-on plugin.

Next steps

Plan and configure the Password Reset processes for your organization. See the Password Reset admin guide.

The Password Reset - Orchestration Add-on plugin activates the Password Reset Windows Application(com.glideapp.password_reset_desktop) and enables connections to the Active Directory (AD) and 'Remote (SOAP) ServiceNow instance' credential store types. No other components are installed.

Before you begin

To purchase a subscription, contact your ServiceNow account manager. The account manager can arrange to have the plugin activated on your organization's production and sub-production instances, generally within a few days.

If you do not have an account manager, decide to delay activation after purchase, or want to evaluate the product on a sub-production instance without charge, follow these steps.

Role required: none

Procedure

1. 1. In the HI Service Portal, click Service Requests > Activate Plugin.
   2. On the form, fill in the fields.

      Plugin activation form

      Field	Description
      Target Instance	Instance on which to activate the plugin.
      Plugin Name	Name of the plugin to activate.
      Specify the date and time you would like this plugin to be enabled	Date and time that must be at least 2 business days from the current time. Note: Plugins are activated in two batches each business day in the Pacific time zone, once in the morning and once in the evening. If the plugin must be activated at a specific time, enter the request in the Reason/Comments.
      Reason/Comments	Information that would be helpful for the ServiceNowpersonnel activating the plugin. For example, if you need the plugin activated at a specific time instead of during one of the default activation windows.

      Regards, 

      Dean

[vikrantsharma]

Thanks for the reply Dean.

That is all done, and installed on one of our non-prod instance. The application which is required to be installed on the windows machine where you want to get the password reset done from as well.

While I click on the Forgot Password Link on the logon screen, it doesn't do anything.

I am looking to get an understanding on how the windows app installed on the Machine know where to go and which instance to speak to, to get the password reset done, when you have multiple instances. Or do we have to do any other configuration on the machine's end to make this work?

Hope this makes sense?

[Krishnadeep Puc]

Hi Vikranth, 

Are you abel to launch the application from program files ? If yes, make sure the system has proper rights to launch applications from logon page.

Please check the event log for any errors.

Look in to the windows registry and make  sure the credential provider is installed.

The credential provider in registry will be in follwing location.

Registry Location : HKEY_LOCAL_MACHINE -> SOFTWARE -> Microsoft -> windows -> currentVersion -> Authentication -> Credential Provider -> 0780…. (A guid starts with 0780)

after going to crdential provider check all the registry key value pairs.

Let me know the more info like . : 

Windows OS version 

Servicenow Instance Version 

Password reset windows application version etc.

Let me know the details and i can help you.

Thanks

krishnadeep

[vikrantsharma]

Hi Krishna,

I don't have the rights so I am not able to launch from Program files or check the registry key. But here are some registry changes that I might going to try to check the access.

The OS is Win 7

We are on Madrid

Password Reset Version is 4.1