ServiceNow Password Reset configuration

You must complete the steps in Configuring ServiceNow for Single Sign-on before proceeding with the instructions in this section.

Note:   To use the password reset function, the login authentication policy must be configured to request passwords only (multi-factor authentication must not be enabled in order to use the password reset function). Check the authentication policy controls in the Admin Portal > Core Services > Policies > User Security Policies > Login Authentication.

There are two types of password reset processes:

  • Self service password reset for the ServiceNow app in Admin Portal: the user can go to their ServiceNow password reset URL and change their own password.

  • Service desk password reset for the ServiceNow app in Admin Portal: an account manager or administrator resets a user’s password from their ServiceNow admin portal.