Password management topics for ITSM Virtual Agent

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Password management topics for ITSM Virtual Agent

    The ITSM Virtual Agent for the Zurich release enables end users to perform password management tasks such as password reset, password change, and account unlock through conversational interactions. These capabilities are accessible both to logged-in users and users who are not logged in, depending on the action requested.

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    Key Features

    • Password Management Actions:
      • Reset Password and Unlock Account are available to both logged-in and not logged-in users.
      • Change Password is available to logged-in users.
    • Activation Requirements:
      • The Password Reset (com.glideapp.passwordreset) plugin and the Password Reset Virtual Agent Conversations (com.snc.passwordreset.virtualagent) plugin must be installed.
      • The password reset process must be enabled on the Virtual Agent via the Password Reset process configuration page.
    • Verification Methods Supported:
      • Personal data verification (user-provided personal data)
      • Google Authenticator code
      • SMS code
      • Email code
      • Security questions

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

    • Change Password Flow:
      • User inputs current password.
      • If verified, user enters a new password following displayed password rules.
      • Invalid passwords prompt reentry until requirements are met.
      • On success, password is updated.
    • Reset Password Flow:
      • User undergoes identity verification as per configured process.
      • Upon successful verification, Virtual Agent provides reset steps and password rules.
      • User sets a new password adhering to rules; re-prompt if invalid.
      • Password is reset upon meeting criteria.
    • Unlock Account Flow:
      • User completes identity verification based on configuration.
      • After successful verification, Virtual Agent unlocks the user account.

    Practical Implications for ServiceNow Customers

    • Enabling these Virtual Agent password management topics streamlines end-user self-service for common password-related issues, reducing help desk workload.
    • Proper plugin activation and configuration are critical to leverage these capabilities effectively.
    • Supported verification options ensure secure identity confirmation during password reset and account unlock processes.
    • Clear user guidance via Virtual Agent conversations helps maintain security compliance by enforcing password 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.