Configure your Password Reset process

  • Rversion finale: Australia
  • Mis à jour 12 mars 2026
  • 3 minutes de lecture

    • To implement the process, you configure credentials, verification methods and settings, and enrollment settings. You also specify to which users the process applies.

    Avant de commencer

    Role required: password_reset_admin

    1. Be sure to Plan your Password Reset processes.
    2. Create the credential store record for user names and passwords that are managed.
      Remarque :
      For LDAP integrations: If the Active Directory settings require users to reset the password when logging in, the results depend on the installed Password Reset plugin.
      • The Password Reset plugin cannot change an AD password. End users will not be able to log in to the instance.
      • The Self Service Password Reset plugin depends on the Password Reset Basic plugin. Self service is intended for password reset only on the local ServiceNow instance and cannot change an AD password. In order to change AD password, you must install the Microsoft AD spoke for Password Reset.
      • The Password Reset Windows App (com.glideapp.password_reset_desktop) plugin supports changing the AD password.
    3. Define the verifications that the process can use.
    4. Configure Password Reset to auto-enroll users or to enable users to enroll for the program. See Configure your Password Reset process to auto-enroll users and Enable users to enroll for Password Reset.

    Pourquoi et quand exécuter cette tâche

    A Password Reset process consists of the following elements:
    • The credential store that contains user login credentials.
    • Optionally, the user groups that are authorized to use the Password Reset process.
    • The verifications that verify the identity of the requesting user and that enable the service desk agents to authorize reset of the password. (Verifications are implemented by script includes.)
    • Process strength configuration that helps view the security score of the process. You see the score in digits and colors based on the verification methods you select for the process. If enabled, notifications can be sent for potential configuration improvements to the process. If there are any deviations between the maximum attainable and current scores, an email with an actionable list of recommendations to improve the configuration is sent.

    Procédure

    1. Navigate to All > Password Reset > Processes.
    2. Click New and then specify a meaningful Name and Description for the process.
    3. Select the Credential store that contains the user credentials that the process applies to.
    4. Specify the process that you are defining: Select the Password reset check box, the Password change check box, or both check boxes.
    5. Specify the Apply to all users setting.
      Setting of the Apply to all users check box Result
      Selected All users use the process that you are defining. This setting is useful only if all users have access to the authentication methods that are defined in this process.
      Not selected Only the users in the groups that you specify use the process. You specify the groups in the Groups related list.
      For more information about the fields on the Password Reset Process form, see Password Reset Process form.
    6. For Password Reset, configure settings on the Password Reset Details tab.
      For information about the settings and fields on the Password Reset Details tab, see Description of the fields on the Password Reset Details tab.
    7. For Password Reset, configure settings of interest on the Advanced tab.
      For information about the fields on the Advanced tab, see Description of the fields on the Advanced tab.
    8. For Password Reset, fill in any fields of interest on the Enrollment Reminder tab.
    9. Save your changes on the Password Reset Process form.
      The form refreshes, and additional related lists appear.
    10. From the Password Reset Process Verifications related list, select one or more verifications.
    11. Facultatif : From the Password Reset Process Groups related list, select the user groups that use the process that you are defining.
      The Password Reset Process Groups related list appears only if the Apply to all users check box is not selected.
    12. Save the record and then select the Active check box to enable the Password Reset process that you configured.
      The check box is available only after the record has been saved.
    13. Click Update.
    14. Navigate to Password Reset > Properties to set the properties that configure the Password Reset experience for end users.