Password management topics for ITSM Virtual Agent

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Password management topics for ITSM Virtual Agent

    ServiceNow’s ITSM Virtual Agent enables end users to manage their passwords through conversational interactions, supporting password reset, change, and account unlock actions. These capabilities improve user experience by allowing self-service password management both for logged-in users and those not logged in.

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    Key Features

    • Supported Actions:
      • Non-logged-in users can perform password reset and account unlock.
      • Logged-in users can perform password change, reset, and unlock actions.
    • Activation Requirements:
      • Enable the Password Reset (com.glideapp.passwordreset) plugin.
      • Enable the Password Reset Virtual Agent Conversations (com.snc.passwordreset.virtualagent) plugin.
      • Ensure the "Enabled on Virtual Agent" checkbox is selected in the Password Reset process configuration for the reset flow to be active.
    • Identity Verification Options:
      • Personal data verification (user provides specific personal information).
      • Google Authenticator code entry.
      • SMS code verification via mobile text message.
      • Email code verification.
      • Security question answers.

      Note: Custom verification methods are not supported within Virtual Agent.

    • Conversation Initiation: Users start password management conversations by typing keywords such as "Reset," "Change," "Unlock," or "Password."

    How Each Action Works

    • Change Password: Virtual Agent requests the current password, verifies it, and then prompts the user to enter a new password compliant with password rules. Invalid entries will require reentry.
    • Reset Password: Virtual Agent sends verification challenges based on configured processes. Upon successful verification, it guides the user through creating a new password that meets complexity rules, prompting reentry if criteria are unmet.
    • Unlock Account: Virtual Agent verifies user identity similarly to the reset process and, upon successful verification, unlocks the user’s account.

    Practical Benefits for ServiceNow Customers

    • Enables self-service password management, reducing help desk workload and improving efficiency.
    • Supports multiple verification methods to balance security and user convenience.
    • Provides consistent and guided password management flows through conversational UI.
    • Allows configuration of password reset processes to align with organizational policies.

    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.