---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Password management topics for ITSM Virtual Agent

# Password management topics for ITSM Virtual Agent {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
End users can perform password reset, password change, and account unlock actions using
Virtual Agent conversations.
End users can initiate a password management conversation with Virtual Agent
by entering the keywords <kbd class="ph userinput">Reset</kbd>, <kbd class="ph userinput">Change</kbd>,
<kbd class="ph userinput">Unlock</kbd>, or <kbd class="ph userinput">Password</kbd>.

Users who are not logged in can perform the Reset Password and Unlock Account actions.
Users who are logged in can perform the Change Password, Reset Password, and Unlock Password
actions.  
Requirements:

* Password Reset (com.glideapp.password_reset) plugin
* Password Reset Virtual Agent Conversations (com.snc.password_reset.virtual_agent) plugin
{#itsm-password-management__ul_wfy_bkb_vvb}  
Note:  
In order for the password reset process to be available in Virtual Agent, ensure that you selected the Enabled on Virtual Agent check box in the Password Reset process configuration page.
For more information about the password reset process, see [Password Reset for Virtual Agent](https://www.servicenow.com/docs/access?context=password-reset-for-virtual-agent&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US).

## Verification options for password reset in Virtual Agent
conversations {#itsm-password-management__section_uyw_gn4_t4b}

The following identity verification options are supported in Virtual Agent conversations. Custom verifications are not supported in Virtual Agent.

* Personal data verification: User provides specific pieces of personal data.
* Google Authenticator verification: User enters the generated code from the Google service Authenticator mobile app.
* SMS code verification: User enters the code received via mobile text message.
* Email code verification: User enters the code received via email.
* Security question verification: User enters the configured security question answers.
{#itsm-password-management__ul_qwd_kn4_t4b}

For more information, see [Configure your Password Reset
process](https://www.servicenow.com/docs/access?context=t_CreateAPasswordResetProcess&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US).

## Change Password {#itsm-password-management__section_l1f_yfp_t4b}

Users can request to change their user password.

This topic uses the Display Password Reset URLs [topic block](https://servicenow-prod.fluidtopics.net/BrihkxFd_gPcAjwDFHTx_w "Reuse topic blocks to perform common functions in ITSM Virtual Agent conversations, such as creating an incident or performing a search.").  
Basic flow:

1. Virtual Agent asks the user to input their current password.
2. If the current password matches, the user can enter a new password.
3. Virtual Agent displays the password rules.
4. If the user provides a password that meets the password requirements, Virtual Agent updates the password.
5. If the user does not enter a valid password, the user must reenter the password.
{#itsm-password-management__ol_osx_plb_vvb}

## Reset Password {#itsm-password-management__itsm-va-reset-password-topic}

Users can request to reset their user password.

This topic uses the Display Password Reset URLs [topic block](https://servicenow-prod.fluidtopics.net/BrihkxFd_gPcAjwDFHTx_w "Reuse topic blocks to perform common functions in ITSM Virtual Agent conversations, such as creating an incident or performing a search.").  
Basic flow:

1. Virtual Agent sends identity verification information to the end user, based on the password reset process configuration.
2. If the user successfully verifies their identity with the given inputs, Virtual Agent provides the reset steps.
3. Virtual Agent displays the password rules.
4. The user enters a new password, adhering to the password rules.
5. If the password does not meet the criteria, Virtual Agent prompts the user to reenter the password.
6. Once the password meets the criteria, Virtual Agent resets the password.
{#itsm-password-management__ol_ihw_5mb_vvb}

## Unlock Account {#itsm-password-management__section_v2p_hjp_t4b}

Users can request to verify their locked user account.

This topic uses the Display Password Reset URLs [topic block](https://servicenow-prod.fluidtopics.net/BrihkxFd_gPcAjwDFHTx_w "Reuse topic blocks to perform common functions in ITSM Virtual Agent conversations, such as creating an incident or performing a search.").  
Basic flow:

1. Virtual Agent sends identity verification information to the end user, based on the password reset process configuration.
2. If the user successfully verifies their identity with the given inputs, Virtual Agent provides the verification information.
3. Once the user has been identified and verified, Virtual Agent unlocks the user's account.
{#itsm-password-management__ol_x4b_cnb_vvb}