Password management topics for ITSM Virtual Agent

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Password Management Topics for ITSM Virtual Agent

    The ITSM Virtual Agent enables end users to manage their passwords efficiently through conversations, allowing them to perform actions such as password resets, changes, and account unlocks. Users can initiate these actions by entering specific keywords related to password management.

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    Key Features

    • End users can reset, change, or unlock their passwords based on their login status:
      • Logged-out users can Reset Password and Unlock Account.
      • Logged-in users can Change Password, Reset Password, and Unlock Account.
    • Requires specific plugins for functionality:
      • Password Reset plugin (com.glideapp.passwordreset)
      • Password Reset Virtual Agent Conversations plugin (com.snc.passwordreset.virtualagent)
    • Identity verification options during password management:
      • Personal data verification
      • Google Authenticator code
      • SMS code
      • Email code
      • Security question answers

    Key Outcomes

    By utilizing the ITSM Virtual Agent for password management, customers can expect:

    • Streamlined password management processes, reducing the need for IT intervention.
    • Enhanced security through multiple identity verification methods.
    • A user-friendly experience for both logged-in and logged-out users, fostering greater self-service capabilities.

    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.