Password reset for a user with a Response Template role can fail with "Error updating password" when Service-Desk process is used - Known Error

Password reset for a user with a Response Template role can fail with "Error updating password" when Service-Desk process is used Description PRB1372183 has partly addressed the issue in Orlando Patch 1 for password change or password reset requests using the Self-Service process (when cred store type is local).

However, if 'Service-Desk Password Reset for Local ServiceNow' process is used, password reset requests for users with response template roles (sn_templated_snip.template_snippet_*) will still fail with "Error updating password".

Steps to Reproduce

Create a user account ABC and add the user to a group that grants role sn_templated_snip.template_snippet_reader 2. Use the Serivce-Desk Process to reset the password of this user ABC 3. Notice that password reset fails with "Error updating password" Workaround 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..

In the meanwhile, you could use the below as a workaround for the problem -

Create a new password reset process for users with template role. Check Enable Account Unlock Check Email Password Reset URL Ensure Public access is unchecked so only Service-Desk can initiate password reset. Create a user group and add users with template roles as members to this group Now, as a Service-Desk user, initiate a password reset request for a user with template role and select the new process that you have just created. Once the user is successfully verified, an email will be sent out to the user with a link they can use to reset password. The user can now reset their password by clicking on the reset password link that they have received in an email. Related Problem: PRB1398298