Problem Password reset process

[Domenico Nolfi]

Good morning,

I'm testing the Self Service Password process provided by ServiceNow but even if the account is valid, I received an error message.

I attach screenshot.

As far you can see below, the plugin is configured as Standard

Can you help me to understand the problem ?

Many thanks,

Domenico

[GB14]

Hello Domenico,

Are you trying to reset the local SN password?
When do you receive this error? After verification or before verification? If it's before, then make sure the user is enrolled with 1 of the verifications and try again. 

Regards,
GB

[Domenico Nolfi]

Hi GB,

I'm trying to do a local SN password, not Active Directory. I have error during the verification, after putting username (identify step WF).

Here, the process that it should be used, according to "Password Rest Process" that you can see in my second screnshot:

Is there some user field to set-up for the SN password procedure ?

Many thanks.

Domenico

[GB14]

Hello Domenico,

for the "Default Self Service" process, you will need more than 1 verification type.

I tried "Default Self Service 1" and it worked fine. 

A few things to consider are, that the user is active and has an email. 

to check the logs, please go to the reset activity under the password reset module and that will give you more inforamtion. 

Regards,
GB

[GB14]

also, if you are testing this on the personal instance, please share the link and creds and I can take a look. 🙂