Is there something wrong with the password reset "email verification"?

[bonsai]

We are upgrading from San Diego version ⇒ Tokyo version ⇒ Utah version.

I am using the password reset process "Default Self Service".

The only verification method is "email verification".

It was working normally until the Tokyo version, but from the Utah version, the reset email will be "Your request for the password reset was not processed".

I thought it was due to customization, so I created a new personal development instance and verified it, but the email at the time of reset is "Your request for the password reset was not processed".

Is this a bug in the Utah version?

[Amit Gujarathi · Accepted solution]

HI @bonsai ,
I trust you are doing great.

First, let's verify the configuration settings for the password reset process and ensure that everything is correctly set up. Here are the steps you can follow:

1. Log in to your ServiceNow instance with administrative privileges.
2. Navigate to the Service Catalog module and search for the "Default Self Service" password reset process.
3. Open the process record and review the configuration.
4. Verify that the "email verification" method is selected as the only verification method.
5. Check if there are any customizations made to the process that might be causing the issue.
6. If there are no customizations or misconfigurations found, proceed with further troubleshooting.

Next, let's check the email notification settings to ensure that the correct email template is being used for the password reset process:

1. Navigate to the System Properties module in ServiceNow.
2. Search for the "Email Properties" record and open it.
3. Review the email templates configured for the password reset process.
4. Verify that the email template being used includes the appropriate content and is not displaying the "Your request for the password reset was not processed" message.

If the above steps do not resolve the issue, it is recommended to reach out to ServiceNow support for further assistance. They will be able to investigate the problem more thoroughly and provide guidance on resolving the issue or determining if it is indeed a bug in the Utah version.

[bonsai]

Thank you for a polite answer.

I have confirmed the same phenomenon with a new PDI that has not been customized at all, so I think it is a bug. .