ServiceNow Incident Management Simulation: Domain Account Unlock & Password Reset

 ServiceNow Incident Management Simulation: Domain Account Unlock & Password Reset

This walkthrough demonstrates how to use ServiceNow to simulate, manage, and resolve a common help desk issue: a user being unable to sign in due to a locked-out domain account.

The goal of this exercise is to practice:

• Creating and logging in as an end user in ServiceNow

• Submitting an incident ticket through the Self-Service portal

• Receiving, triaging, updating, and assigning incidents as an IT support agent

• Performing account unlock and password reset actions using PowerShell

• Communicating status updates with end users through ServiceNow

• Closing incidents with proper work notes, resolution details, and documentation

This lab provides hands-on experience with the full ServiceNow incident lifecycle, from ticket creation to technical troubleshooting and final resolution.

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Shared Folder Permissions Issue - Help Desk Simulation

 Shared Folder Permissions Issue - Help Desk Simulation

This walkthrough demonstrates how to simulate and resolve a common help desk issue: a user being unable to access a shared network folder due to incorrect permissions.

The goal of this exercise is to practice:

• Creating a shared folder with proper Share and NTFS permissions

• Simulating a permission failure (Access Denied) from a domain workstation

• Restoring correct folder permissions on the server

• Verifying the user can access, create, modify, and delete files

• Writing professional help desk ticket notes

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Mapped Drive Missing (Workstation)— Help Desk Simulation

Mapped Drive Missing (Workstation)— Help Desk Simulation

This walkthrough shows how to simulate and resolve a very common Help Desk MSP ticket: a user’s mapped network drive is missing from their workstation. 

The goal of this exercise is to practice:

• Identifying a mapped drive

• Simulating a missing network drive

• Testing UNC paths (\Server\Share)

• Running gpupdate /force

• Manually remapping a drive

• Writing professional help desk ticket notes

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Step 1: Simulate the Issue

Simulate on the workstation

1. Log into the domain-joined Windows 10 workstation as the test user.

2. Open File Explorer → This PC.

3. Right-click the mapped network drive, in this case HR (\\Server2022) (Z:)  → Disconnect.

4. Confirm the mapped drive is no longer visible.

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Step 2: Fix the Issue

Run gpupdate /force

1. Go to the Task Bar Search 

2. Type Command Prompt → Right Click → Click Run as administator 

3. Run: gpupdate /force

4. When completed, check This PC again.
If the drive returns automatically, the GPO mapping is working.

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Test UNC Path to Server

1. Press Windows + R

2. Type: \\Server2022

This verifies the workstation can still see the server.

3. Then test the specific share: \\Server2022\HR

If it opens:

• Server is reachable

• Share exists

• Permissions are correct

The issue is strictly the mapping, not the server.

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Manually Remap the Network Drive

If the drive didn’t auto-return after running gpupdate /force:

1. Open File Explorer →  Right-click This PC → Select Map network drive

2. We are remaking the missing mapped drive, so for the letter choose Z: and for the folder choose \\Server2022\HR

3. Check Reconnect at sign-in

4. Click Finish

Drive should now reappear.

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Step 3: Test

1. Open the newly mapped drive

2. Create a test file. Right-click → New → Text Document

3. Delete the file 

Drive access is confirmed working.

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Step 4: Document for Ticket Notes

Ticket ID: #2025-1118-001
User: Naruto Employee
Issue: Mapped network drive missing (Z:)
Steps Taken:

1. Confirmed user reported missing mapped drive.
2. Verified workstation could reach server using UNC path (\Server2022 and \Server2022\HR).
2. Ran gpupdate /force to refresh GPO.
4. Drive did not auto-restore, so manually mapped Z: to \Server2022\HR.

5. Tested access and confirmed ability to create/delete files.
Result: Drive restored successfully — ticket resolved.

Active Directory (Account Locked Out) - Help Desk Simulation

 Active Directory (Account Locked Out) - Help Desk Simulation

This walkthrough demonstrates how to simulate and resolve a common help desk issue: a domain user being locked out after entering the wrong password multiple times.

The goal of this exercise is to practice:

• Simulating an AD account lockout on a Windows 10 domain-joined workstation

• Identifying and unlocking a user account in Active Directory

• Verifying the user can log in

• Writing professional help desk ticket notes

Step 1: Simulate the Issue

1. Go to your Windows 10 domain-joined employee workstation.

2. At the login screen, enter the user’s incorrect password 5–10 times.

3. Continue until Windows displays an error such as:
   “The referenced account is currently locked out.”

4. The account is now locked in Active Directory.

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Step 2: Fix the Issue (Unlock in ADUC)

1. On your Domain Controller Windows Server 2022, open Active Directory Users and Computers
   (Windows Key  + R→ dsa.msc).

2. Navigate to the Organizational Unit where your user is located. In this case the user is located in HR.

3. Right-click the user → Properties.

4. Go to the Account tab.
   
   

5. Check if “This account is currently locked out…” is displayed.

6. Click the box next to “Unlock account”, then click Apply and then OK.

7. If needed, click Reset Password and set a temporary password.

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Step 3: Test

1. Return to the Windows 10 workstation.
   
   

2. Log in with the user’s correct or newly reset password.

3. Confirm the user successfully signs in and the desktop loads normally.

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Step 4: Document for Ticket Notes

Ticket ID: #2025-1116-001

User: Naruto Employee

Issue: User account locked out; unable to log into workstation

Steps Taken:

1. User reported account lockout after multiple failed login attempts.

2. Opened Active Directory Users and Computers on the Domain Controller.

3. Navigated to the Organizational Unit, HR, and right clicked on Naruto → Account tab → clicked “Unlock Account.”

4. User successfully logged in and verified access to required applications.

Result: Ticket Resolved