237 views

Password reset error with message cannot reset your AD password through Service-Now password reset application

Issue


Password Reset Orchestration Add-on plugin is built on top of Orchestration AD activities. The plugin supports changing the AD password. After activating the plugin, the user tries password reset and sees the following error:
 
@@@
Password Reset Error
You cannot reset your AD password through Service-Now password reset application. Please contact your administrator for instructions on how to change your AD password.
@@@

 

Solution


 
The root cause of the issue is the customer is making use of existing Password reset processes, using Default Self Service and changing the credential store to other credential store instead of Local ServiceNow Instance.
 
A new password reset process needs to be created instead of using the existing Default Self Service. There is a logic within the code restricting the password reset process, Default Self Service, to be used by another credential store. For example, AD credential store.

Article Information

Last Updated:2017-08-28 14:44:18
Published:2017-08-14