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Symptoms


Whenever the password reset is tried through "Service Desk" module, if we select any user in "Select user" field we are getting an error "No service-desk processes found for the user selected.".

 

Below are the steps followed in case of the issue. 

1. Goto Application Navigator >> Pasword Reset >> Extensions >> Service Desk 
2. The above will open a page on which we can select user and process to reset the password. 
3. On this form select any user in "Select user" field and immediately on top of the page you will see below error: 

"" No service-desk processes found for the user selected. "" 

Release


All Versions

Background


When we use "Service Desk" then it calls the UI macro "$pwd_reset_serviceDesk" and this basically looks for the service desk processes. Below are the causes of the issue and related solutions given.

 

Causes and Resolution


Cause #1:

No active service desk process is present.

 

Solution:

Sometimes, no service desk process is active and so it may throw errors. Just activating any Service Desk process or creating one would resolve the issue. 

Goto Application Navigator >> Password Reset >> Processes

From the above list, look for one active process that is not Public. If you could not find any create one which is not public. Make sure this process is available to that user.

 

Cause #2:

The UI Macro might have customized.

 

Solution:

  • Make sure the UI Macro is OOB. If not revert the UI Macro to OOB.

UI Macro Name: $pwd_reset_serviceDesk

URL: https://instance_name.service-now.com/nav_to.do?uri=sys_ui_page.do?sys_id=1947507bd7032100b9bc43d60e6103b8

 

Check Versions:

Select the System_upgrades versions from the versions tab and use "Revert to this version" UI action to revert.

 

Additional Information


https://docs.servicenow.com/bundle/london-servicenow-platform/page/administer/login/task/t_CreateAPasswordResetProcess.html

https://docs.servicenow.com/bundle/london-servicenow-platform/page/administer/login/task/reset-password-for-user.html

Article Information

Last Updated:2018-08-28 17:29:41
Published:2018-08-29
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