Password management topics for ITSM Virtual Agent

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Password management topics for ITSM Virtual Agent

    ServiceNow ITSM Virtual Agent enables end users to manage their passwords and account access through conversational interactions. Users can reset passwords, change passwords, and unlock accounts directly via Virtual Agent conversations. This functionality improves user self-service capabilities, reduces help desk workload, and enhances security by incorporating identity verification during password management processes.

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    Key Features

    • Supported Actions:
      • Unauthenticated users can reset passwords and unlock accounts.
      • Authenticated users can change passwords, reset passwords, and unlock accounts.
    • Activation Requirements: The Password Reset and Password Reset Virtual Agent Conversations plugins must be installed. Additionally, the password reset process must be enabled on the Virtual Agent configuration page.
    • Identity Verification Options: Virtual Agent supports several verification methods during password reset and account unlock processes, including:
      • Personal data verification (specific user data)
      • Google Authenticator code
      • SMS code
      • Email code
      • Security question answers

      Custom verification methods are not supported.

    • Password Change Flow: Virtual Agent prompts the user for their current password, then allows entry of a new password, enforcing password complexity rules. Invalid inputs require re-entry.
    • Password Reset Flow: Virtual Agent initiates identity verification based on configured processes, then guides the user through entering a new password compliant with password policies.
    • Account Unlock Flow: Virtual Agent verifies user identity and unlocks the account upon successful verification.

    Key Outcomes

    • End users gain convenient, secure self-service access to password management functions without needing to contact IT support.
    • IT organizations benefit from reduced password-related service desk tickets and faster user resolution times.
    • Security is maintained through multiple supported verification methods, ensuring only verified users can reset passwords or unlock accounts.

    End users can perform password reset, password change, and account unlock actions using Virtual Agent conversations.

    End users can initiate a password management conversation with Virtual Agent by entering the keywords Reset, Change, Unlock, or Password.

    Users who are not logged in can perform the Reset Password and Unlock Account actions. Users who are logged in can perform the Change Password, Reset Password, and Unlock Password actions.

    Requirements:
    • Password Reset (com.glideapp.password_reset) plugin
    • Password Reset Virtual Agent Conversations (com.snc.password_reset.virtual_agent) plugin
    Note:
    In order for the password reset process to be available in Virtual Agent, ensure that you selected the Enabled on Virtual Agent check box in the Password Reset process configuration page.
    For more information about the password reset process, see Password Reset for Virtual Agent.

    Verification options for password reset in Virtual Agent conversations

    The following identity verification options are supported in Virtual Agent conversations. Custom verifications are not supported in Virtual Agent.
    • Personal data verification: User provides specific pieces of personal data.
    • Google Authenticator verification: User enters the generated code from the Google service Authenticator mobile app.
    • SMS code verification: User enters the code received via mobile text message.
    • Email code verification: User enters the code received via email.
    • Security question verification: User enters the configured security question answers.

    For more information, see Configure your Password Reset process.

    Change Password

    Users can request to change their user password.

    This topic uses the Display Password Reset URLs topic block.

    Basic flow:
    1. Virtual Agent asks the user to input their current password.
    2. If the current password matches, the user can enter a new password.
    3. Virtual Agent displays the password rules.
    4. If the user provides a password that meets the password requirements, Virtual Agent updates the password.
    5. If the user does not enter a valid password, the user must reenter the password.​

    Reset Password

    Users can request to reset their user password.

    This topic uses the Display Password Reset URLs topic block.

    Basic flow:
    1. Virtual Agent sends identity verification information to the end user, based on the password reset process configuration.
    2. If the user successfully verifies their identity with the given inputs, Virtual Agent provides the reset steps.
    3. Virtual Agent displays the password rules.
    4. The user enters a new password, adhering to the password rules.​
    5. If the password does not meet the criteria, Virtual Agent prompts the user to reenter the password.
    6. Once the password meets the criteria, Virtual Agent resets the password.

    Unlock Account

    Users can request to verify their locked user account.

    This topic uses the Display Password Reset URLs topic block.

    Basic flow:
    1. Virtual Agent sends identity verification information to the end user, based on the password reset process configuration.
    2. If the user successfully verifies their identity with the given inputs, Virtual Agent provides the verification information.
    3. Once the user has been identified and verified, Virtual Agent unlocks the user's account.