When users get locked out or forget passwords, you need to reset their credentials fast. This guide shows you the two admin tools for password resets and unlocking accounts.
Why manual password resets are still necessary
Even with self-service password reset portals, users still get stuck. They forget their security questions, can't access their registered email, or their account gets locked after too many failed attempts. When self-service fails, it falls to platform admins to manually reset credentials. The people affected are end users who can't work, help desk agents fielding the calls, and admins who need to resolve access issues quickly without compromising security.
How ServiceNow handles password resets
ServiceNow gives admins two tools on the User record: 'Reset to default' forces a new password based on your password policy, and 'Unlock' clears failed login attempts without changing the password. The reset function generates a temporary password that forces the user to change it on next login — you're not setting a permanent password. Password policies control complexity requirements, expiration, and reuse rules, so the system enforces your security standards automatically.
Building a complete password management process
After you can handle basic resets, the operational improvements that matter are: setting up email notifications so users get their temporary passwords securely, configuring password policies that balance security with usability, and establishing clear procedures for help desk staff about when to reset versus unlock. Production environments benefit from audit trails on password resets and integration with external identity providers for centralized credential management.
Before you start
- •admin role or user_admin role
- •Password policy configured in System Security > Password Policy
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Step by step
Navigate to the User record
Go to User Administration > Users and search for the affected user by name or username. Click on their record to open it. You need the actual User record, not a profile or directory entry.
Use the search bar at the top of the Users list — it searches both name and username fields simultaneously.
Check the account status
Look at the 'Locked out' field and 'Failed login attempts' counter on the user form. If 'Locked out' shows true, the account needs unlocking. If it's false but the user can't remember their password, you need a reset. Don't reset when you just need to unlock.
Unlock the account if needed
If the account is locked, click the 'Unlock' button at the top of the form, then click 'Update'. This clears the failed login attempts and sets 'Locked out' to false. The user keeps their existing password and can try logging in again immediately.
Reset password if required
If the user needs a new password, click 'Reset to default' at the top of the form. ServiceNow generates a temporary password based on your password policy settings. The system sets 'Password needs reset' to true, forcing the user to change it on next login.
Verify the reset outcome
After clicking 'Reset to default', check that 'Password needs reset' shows true and 'Locked out' shows false. The 'Failed login attempts' should reset to zero. If you have email notifications configured, the user will receive their temporary password automatically.
Communicate the new credentials
If email notifications aren't configured, you'll need to securely provide the temporary password to the user. Never send passwords through unencrypted channels. Tell the user they must change the password on first login — ServiceNow will enforce this.
Best practices
Always check whether the account is locked before resetting the password — unlocking is faster and preserves the user's existing credentials.
Configure email notifications for password resets so temporary passwords reach users securely without manual intervention.
Set your password policy before doing resets — ServiceNow uses these rules to generate temporary passwords and enforce complexity requirements.
Document your password reset procedures for help desk staff so they know when to reset versus unlock and how to handle the temporary credentials securely.
Enable password policy enforcement on user creation and updates — this prevents weak passwords from being set manually by admins.
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