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.

    1. In your web browser, go to your ServiceNow login URL and log in. For example, you have a login URL such as https://acme.service-now.com where acme is your company instance name.
    2. Click System Definition > Plugins.
    3. Search for Password Reset.
    4. Click on the Password Reset plugin.
    5. Click Activate.
  2. In your web browser, go to your ServiceNow login URL and log in. For example, you have a login URL such as https://acme.service-now.com where acme is your company instance name.
  3. Click the gear icon at the top right to open Settings.
  4. Scroll down to Application and select Centrify Password Reset.
  5. In the left pane, click Centrify Password Reset > Properties.
  6. Enter the URL of the Centrify cloud.
  7. Enter the Admin name and Admin password for the Admin Portal administrator.
  8. Click Save.
  9. Go to Password Reset > Credential Stores > Centrify Cloud.
  10. Click Save & Test Connection to verify whether the connection is configured correctly.
  11. In the left pane, click Password Reset > Processes.
  12. Click Employee Self-Service Process for Centrify.

  13. Under Password Reset Details, make sure that all of these options are checked:

    Option

    Set it to

    What it does

    Enable account unlock

    Checked

    If a user is locked in Centrify, there will be an Unlock User button provided during password reset. Clicking the Unlock User button only unlocks the user in the Centrify app.
    For all users, password reset automatically resets their ServiceNow account.

    Auto-generate password

    Checked

    Enables automatically-generated passwords.

    User must reset password

    Checked

    After password reset, the Require password change at next login status is checked for this user in Centrify.

    Display password

    Checked

    Displays the new password on the screen.

    Email password

    Checked

    Sends the password to the user’s primary email address.

  14. To provide your users with a password reset URL:

    1. Make sure the Public access box is checked.
    2. Specify the URL suffix for your password reset URL.

    You can direct your users to your password reset URL when they need to reset their passwords. This URL is automatically generated if the Public access box is checked, and is based on the value you specify as your URL suffix.

  15. (Optional) To see which verification is used, scroll down to the Verifications list in the Advanced section. You can change the verifications used if desired.
  16. Click Update.
  17. In the left pane, click Password Reset > Processes.
  18. Click Service-Desk Password Reset for Centrify.

  19. Make sure that all of these options are checked:

    Option

    Set it to

    What it does

    Enable account unlock

    Checked

    If a user is locked in Centrify, there will be an Unlock User button provided during password reset. Clicking the Unlock User button only unlocks the user in the Centrify app.
    For all users, password reset automatically resets their ServiceNow account.

    Auto-generate password

    Checked

    Enables automatically-generated passwords.

    User must reset password

    Checked

    After password reset, the Require password change at next login status is checked for this user in Centrify.

    Display password

    Checked

    Displays the new password on the screen.

    Email password

    Checked

    Sends the password to the user’s primary email address.
  20. Make sure that Public access is not checked.

  21. (Optional) To see which verification is used, scroll down to the Verifications list in the Advanced section.

    You can change the verifications used if desired.

  22. Click Update.

  23. Log out of your ServiceNow account.