Consumer vs Consumer User - Avoiding Registration

[Chris Roser]

As the title says: I'm trying to figure out how to circumvent Consumers needing to 'register' for the CSM portal. By what I've read, the difference between the Consumers and Consumer Users is primarily 'registered' or 'not'. I'm attempting to avoid registration as these Customers are already registered in one of our other systems, and will be authenticated from another point before they reach the CSM Portal. I imported the Customer records into the Consumer Users table, but now when testing submitting Cases through the CSM Portal, none of them are listed on the Consumer reference field. 
So, if I need to copy them over into the Consumers table as well, how do I associate the two records to each other,  i.e. the Consumer record to the Consumer User record. 
If this is not the correct way to do this, please let me know. I'm relatively new to the CMS side of things so I fully admit this may be a wrong way to approach this

[Allen Andreas · Accepted solution]

Hi,

The consumer field within a case is looking at the consumer table, not the consumer users table. So that's why you don't see them.

When a user completes the self-registration naturally, a record is created in both the sys_user table as a Consumer User (csm_consumer_user) AND...the consumer table (csm_consumer). They are kept in-sync via a business rule.

If you've already placed those users within consumer users, you'd need to then create consumer records as well and then you can relate them by using the "User" field found within the "Login Details" tab.

Normally, if administrators think the consumer users will never login to the system, they just create a record on the consumer table, not the consumer users however, in your case, if they do need to login at some point, SSO authentication, etc. then they'd need to be on the consumer users table. But for cases, they need a consumer record as well. It's a bit crazy when you bypass the self-registration process, but once you get it corrected, it's fine.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Allen Andreas]

Hi @Chris Roser 

Thanks for marking my reply as Helpful.

If it also helps guide you Correctly, please also mark it as Correct.

Thanks and take care! 🙂

[Chris Roser]

I was able to basically make an additional transform map, import again to the Consumers table, then related the two via the 'User' field, just like you stated. Appreciate the assistance / information!

[soumyagupta]

In my instance, in /csp portal, there is no "Register" menu link for consumers to register. But for customers, it is available for /csm  portal. Can you please help me with this?

Thanks.