Customers with snc_external role unable to enroll for SMS, QA and Google Authentication Password reset process - Support and Troubleshooting

Customers with snc_external role unable to enroll for SMS, QA and Google Authentication Password reset process Summary Customers with snc_external role unable to enroll for SMS, QA and Google Authentication Password reset process.

Below are solutions:

1> We have a few script includes used by enrollment process. There's an ACL which requires snc_internal role .service-now.com/sys_security_acl.do?sys_id=8c9db353931102009c8579b4f47ffbc7">https:// .service-now.com/sys_security_acl.do?sys_id=8c9db353931102009c8579b4f47ffbc7

Add snc_external to above ACL.

2> Create below access control entry: Type: ui_page Operation: read Name: $pwd_enrollment_form_container Role: snc_external

Also create same rule for below pages: $pwd_enrollment_success $pwd_enroll_error

Once above is done, users with snc_external role should be able to follow same procedure as internal users to enroll, for example: - Reset their password and select validation SMS, get an enrollment pop-up window on which they register their device. enter phone number, carrier, and enroll.

Alternatively go to below page to enroll: Password Reset > Enroll InstanceURL/$pwd_enrollment_form_container.do