Reset a password or unlock a user account with service desk assistance › Configuring Password Reset › Password Reset › Manage service capabilities › Extend ServiceNow AI Platform capabilities
View user requests for password reset
The Reset Requests module displays the status of each password reset request from the Password Reset Request table [pwd_reset_request].
Before you begin
Role required: password_reset_admin or password_reset_service_desk
Procedure
- Navigate to All > Password Reset > Reset Requests.
| Field | Description |
|---|
| User | User whose password is being reset or changed. |
| Process | Process that implements this password reset request. |
| Type | Type of Password Reset request: - Change Password: Request to change a password.
- Help Desk: Request opened on behalf of the requesting user by a service desk agent.
- Self Service: Requesting user opened the reset request.
|
| Action Type | Corrective action performed during the Password Reset request. - Change Password: Update the credential store with the new password.
- Reset and Unlock Account: Generate a new password for the user and unlock the user account.
- Reset Password: Generate a new password for the user.
- Unlock Account: Unlock the user account.
|
| Status | Result of the Password Reset request: - Completed With Failure: User completed all steps in the Password Reset process, but the password was not reset in the credential store.
- Completed With Success: User completed all steps in the Password Reset process and the password was reset in the credential store.
- Expired: User did not complete all steps in the Password Reset process in the time allowed.
- In Progress: User is working through the steps to reset the password.
- Max Number of Attempts: User failed to answer the security questions correctly during the identity verification step and has exceeded the maximum number of attempts allowed.
- Verified: User has completed the identity verification step and is verified. The user can move to the Password Reset step.
|
| Active | Whether the request is open or closed. |
| Retry | Total number of times the user has attempted to complete a password reset request. |
Parent Topic:Reset a password or unlock a user account with service desk assistance
Related topics
Password Reset and Password Change reports and logs