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Customizing Password Reset processes › Configuring Password Reset › Password Reset › Manage service capabilities › Extend ServiceNow AI Platform capabilities
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Customize password reset processes and integrate third-party credential services

To customize password reset processes or to integrate them with third-party credential services such as Okta or Microsoft Entra ID, use Integration Hub capabilities. Use Workflow Studio to create or modify actions like user unlock, change password, and get user status. Use Workflow Studio to create or modify subflows that perform the actions.

Before you begin

Role required: admin, password_reset_admin, or password_reset_credential_manager

About this task

  • The base system provides actions, subflows, and credential store types for the "Local ServiceNow Instance" identity provider.
  • For Microsoft Active Directory, the subflows are available when you activate the Microsoft AD Spoke for Password Reset app.
  • To use any other identity provider such as Okta, you must use Integration Hub to create the required actions, subflows, and custom credential store types.
  • For Microsoft Entra ID, the subflows are available when you activate the Microsoft Entra ID Integration for Password Reset app.

Procedure

  1. Use Workflow Studio to create password reset actions like user unlock, change password, and get user status.

    For more information about Workflow Studio, see Action Designer.

  2. Use Workflow Studio to create the following subflows.

    Use the specified names, inputs, and outputs for the subflows. For more information about the subflows, see Subflows.

Subflow nameInputInput typeOutputOutput type
<Provider Name> Password UnlockPassword Reset RequestRecord.Password Reset RequestError MessageString
StatusChoice
<Provider Name> Password ResetPasswordPassword \(2 Way Encrypted\)StatusChoice
Password Reset RequestRecord.Password Reset RequestError MessageString
<Provider Name> Password ChangePassword Reset RequestRecord.Password Reset RequestStatusChoice
Current PasswordPassword (2 Way Encrypted)Note: Name under Advanced options is old_password.Error MessageString
New PasswordPassword (2 Way Encrypted)Note: Name under Advanced options is new_password.
<Provider Name> Password Lock StatePassword Reset RequestRecord.Password Reset RequestError MessageString
LockedChoice
StatusChoice
<Provider Name> Password Connection TestNot ApplicableNot ApplicableError MessageString
StatusChoice

  1. For third party providers, create a credential store type.

    1. Select the Use Flow check box.

    2. Select the password reset subflows that you created for the provider.

    See Password Reset application for more information.

  2. Create password reset credential store.

  3. Create a password reset process.

  4. Select the credential store type created for the provider.

Result

The password reset mechanism for the required third-party application is set up.

Parent Topic:Customizing Password Reset processes