Service Portal Password Enrollment- Not Available

[Marques2]

Helsinki and Service Portal Users,

Problem: Password Enrollment is not available in the Service Portal

We're in the works of implementing password reset in our environment and are realizing that the Password Enrollment "page" is not accessible in the Service Portal. In the Native UI, the Password Enrollment page can be accessed from the left navigation pane and also from the Service Catalog under the OOB category, Can We Help You. However, when I go to the Can We Help You category in the portal, the Password Enrollment "Catalog Item" (or whatever it's created as) does not exist.

The reason this is a major issue is because our ServiceNow instance will redirect end users without a license or necessary role to the Service Portal. They will never see the Native UI. If password enrollment cannot be accessed from the portal, we might have to change the way we're going about this and direct everyone to the Native UI which would not be a good experience for our end users.

Does anyone have a work around? Are others experiencing the same issue?

Any help is appreciated,

-Marques

[Brad Tilton · Accepted solution]

Hi Marques,

The item in the catalog that you're seeing is actually a Content Item, which means that it's just a link that redirects the user to the password reset page. Service Portal doesn't support Content Items until Helsinki Patch 3, you might have to upgrade to get that.

Helsinki Patch 3

If you don't want to wait for that you could just add a link somewhere that opens up a new window to $pwd_enrollment_form_container.do

[Marques2]

Awesome. Thanks a ton Brad!

[oliverhallifax]

Hi Brad,

I'm doing similar to Marques - coming up with a simple user friendly route to getting self-service password reset working.   Specifically right now I'm trying to expose an easy way to get users enrolled and setting up their registered devices and memorable data question responses.

This is in Helsinki in my developer instance but neither that nor my production instances are patch 3.

I have added a link-button widget to the User Profile page in our Service Portal, pointing to /$pwd_enrollment_form_container.do.

But the link opens in the same page and after completing the process the user receives a simple 'Enrollment Success' message but has no easy way to get back from there.   The user is effectively stuck there.

It looks like the enrolment form is locked so I can't edit it and give a 'back' button.   Any suggestions for embedding this functionality (or popping it out into a new window) within the Service Portal for a better user experience?

Many thanks,

Oliver.

[Marques2]

Oliver,

Struggling with the same issue right now. No way of getting out of the Password Enrollment page on the Service Portal, quite frustrating.

-Marques