Use case · AI ITSM Agent

Password and MFA resets without a ticket

"I'm locked out of Okta" is a two-minute fix that often waits hours in a queue. The AI ITSM Agent confirms the person's identity and makes the reset itself.

Last updated 6 October 2026

The problem

Password and MFA resets are frequent, urgent and simple, which makes them a poor use of an IT person's time and a frustrating wait for the employee.

They are also a favourite route for social engineering, so the identity check matters more than the reset itself.

How the AI ITSM Agent does it

01
The employee asks in Slack
"I'm locked out" or "I got a new phone and lost my MFA."
02
It confirms who they are
It matches the Slack account to the person in your identity provider. A self-typed email is never enough to authorise a reset.
03
It makes the change
It resets the password, clears the MFA factor or unlocks the account in Okta, following your rules for each.
04
It replies and records
The employee gets the next steps in the thread, and the reset is written to the activity record.

Example

“I'm locked out of Okta.”

AI ITSM Agent

I've confirmed it's you and sent a reset link to your work email. Your old sessions are signed out.

Example with fictional names.

Guardrails

Resets only for a verified identity; unverified requests go to a person.
Your rules decide which resets need an approver, for example for admins.
Every reset is recorded with who asked and what changed.

Works with

SlackOkta

See the AI ITSM Agent do this with your own tools.

Book a demo

Questions

How does it stop someone pretending to be a colleague?

It only acts on a Slack account that is linked to the person in your identity provider. If the link can't be confirmed, the request goes to your IT team.

Can admins reset their own MFA this way?

That's your call. Many teams require an approver for admin accounts; the rule is set once and applied every time.

App access requests, approved in Slack

Let employees ask for app access in Slack. The AI ITSM Agent checks your access policy, asks the approver it names, grants access in Okta and removes it when it expires.

Onboarding and offboarding from one message

"Alex joins Sales on Monday." The AI ITSM Agent proposes the accounts, groups and apps, your IT lead approves the plan, and it sets everything up. On the last day it removes it all.

What is AI ITSM?

The idea behind this job, explained

Meet the AI ITSM Agent

IT requests from Slack and Teams handled end to end, with approvals wherever your policy asks for one.