---
sourceDocument: Australia ServiceNow AI Platform Capabilities
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/servicenow-platform

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Reset a password or unlock a user account with service desk assistance

# Reset a password or unlock a user account with service desk assistance {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

Reset a password or unlock a user account by requesting the assistance of a service
desk agent.

## Vorbereitungen

Watch this video example of service desk agents resetting passwords: [Resetting User Passwords (Video)](https://www.youtube.com/watch?v=CokNL8aw6hA).  
Hinweis:  
* You must clear the Public access property to enable the service desk-assisted process. See [Configure your Password Reset process](https://servicenow-prod.fluidtopics.net/DpsnYEv7NjSXPw9oWYgeFg "To implement the process, you configure credentials, verification methods and settings, and enrollment settings. You also specify to which users the process applies.").
* You can perform this activity on a mobile device.
* You can change the theme of the service desk page to the dark theme. For more information about the dark theme, see [Exploring themes
  in Next Experience](https://www.servicenow.com/docs/access?context=next-experience-theming&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US).
{#reset-password-for-user__ul_bsm_z25_wbb}

Role required: password_reset_admin or password_reset_service_desk

## Warum und wann dieser Vorgang ausgeführt wird

In a service desk-assisted Password Reset process, only the service
desk agents with the password_reset_service_desk role can reset user passwords.
Users can't reset passwords.

## Prozedur

1. Navigate to AllPassword ResetService Desk.
2. Select a user and the Password Reset process to use.
3. Click Verify Identity.
4. On the Verify Identity form, enter the answers provided by the user, and then click Continue.  
   If the user's identity is verified, the Reset Password form displays the identity verification and status of the account lock.
5. Perform one of the following actions.
   * If the user isn't locked, the form displays the Reset password button. Enter the new password and click Reset password.
   * If the user's account is locked, the form displays the Reset password and Unlock account buttons. You can enter a new password and click Reset password to reset the password and unlock the account. If the Enable account unlock option is selected for the password process, you can unlock the account without resetting the password by clicking Unlock account.
   {#reset-password-for-user__choices_fsb_hpp_h5}
6. To reset the password for a different user, you must first navigate away from the Service Desk and then navigate to Password ResetService Desk.
* **[View user requests for password reset](https://servicenow-prod.fluidtopics.net/3T4kZZGpp3Kz~eND_n7XKw)**   
  The Reset Requests module displays the status of each password reset request from the Password Reset Request table \[pwd_reset_request\].
* **[Unblock a Password Reset user](https://servicenow-prod.fluidtopics.net/Xv~_15LtgTKt3rrVAsYk2A)**   
  If a user is manually banned or is flagged as exceeding max attempts, the user can be blocked (not allowed to use the Password Reset application). You can unblock a blocked user.