Password management topics for ITSM Virtual Agent

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Password Management Topics for ITSM Virtual Agent

    The ITSM Virtual Agent allows end users to manage their passwords effectively through conversations. Users can initiate password management tasks such as password resets, changes, and account unlocks using specific keywords. Logged-in users have the capability to change, reset, and unlock their passwords, while those not logged in can only reset passwords and unlock accounts.

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    Key Features

    • Password Management Actions: Users can perform actions by entering keywords like Reset, Change, Unlock, or Password.
    • Identity Verification Options: Various verification methods are supported, including personal data verification, Google Authenticator codes, SMS codes, email codes, and security question answers.
    • Plugins Required: Functionality requires the Password Reset plugin and the Password Reset Virtual Agent Conversations plugin.
    • Configuration Requirement: Ensure the "Enabled on Virtual Agent" option is checked in the Password Reset process configuration to access these functionalities.

    Key Outcomes

    • Change Password: Users can request to change their password by verifying their current password and entering a new one that meets specified criteria.
    • Reset Password: Users can reset their password after successfully verifying their identity and adhering to password rules.
    • Unlock Account: Users can unlock their accounts through identity verification, allowing access to their services again.

    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.