Password Reset Workflows break after Madrid upgrade. As part of the Madrid fix for PRB1292471, 2 workflows were moved between plugins, which also involved new versions of the workflows. In some instances, after the upgrade the new versions of activities used by these new workflow versions reference new wf_element_definition record sys_ids that are not present.

Error on the UI when trying to reset the password:
"Password Reset Error. General error. Contact the service desk for assistance."

The workflow logs of the "Pwd Reset - Master Work Flow" context will show the following errors:
Error: Step 2: Execute subflow(922949c4672033008b52f3b457415a55): com.glideapp.workflow.model.ModelRunTimeException: Record not available for wf_element_definition:556a83fa872023003853829936cb0b49
Information: [Pwd Reset - Master Work Flow :Step 3: Check subflow status Activity] --> Subflow returned with value: undefined

Steps to Reproduce

1/ Install the "Password Reset - Orchestration Add-on" Plugin

2/ Use AD credential store to reset your password 

3/ Upgrade to Madrid

4/ Note that the following files are missing:

Element Definition for Change AD User Password Activity: wf_element_definition_e5c9cfba872023003853829936cb0bcc.xml

Element Definition for Reset AD User Password Activity   : wf_element_definition_556a83fa872023003853829936cb0b49.xml


This problem is currently under review. You can contact ServiceNow Technical Support or subscribe to this Known Error article by clicking the Subscribe button at the top right of this form to be notified when more information will become available..

As a workaround, you can import the attached missing wf_element_definition files to your instance. For more information on how to import XML files, please refer to our Madrid Documentation.


This workaround will not be 100% successful if any of the above mentioned activities are not the OOB ones (does not have the mentioned sys_id's). If the published workflow activities are not the OOB ones, then please import the attached OOB activities as well.

Related Problem: PRB1358846

Seen In

SR - IRM - Audit Management - New York 2019 Q3
SR - IRM - GRC Profiles - Madrid 2019 Q2
SR - IRM - Policy and Compliance - Madrid 2019 Q2
SR - IRM - Risk Management - New York 2019 Q3
SR - IRM - Vendor Risk Management - Madrid 2019 Q1
SR - ITOM - CMDB CI Class Models - 201907
SR - ITOM - Discovery and Service Mapping - 201908
SR - ITOM - Discovery and Service Mapping - v1.0.35
SR - Security - Integration Framework - Madrid 2019 Q2
SR - Security - Support Common - Madrid 2019 Q2
SR - Security - Support Orchestration - Madrid 2019 Q2
SR - SIR - Security Incident Response - Madrid 2019 Q2
SR - SIR - Store SecOps Setup Assistant - Madrid 2019 Q2
SR - SIR - Store Threat Core - Madrid 2019 Q2
SR - SIR - Store Trusted Security Circles Client - New York 2019 Q3
SR - VR - Qualys - New York 2019 Q3
SR - VR - Vulnerability Response - New York 2019 Q3

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Article Information

Last Updated:2019-10-03 18:30:03