Contacts for Customer Service Portal - Password?

[mcconnellsj]

We have an existing CSM impelementation and also just begun encouraging customers to move to the portal for self-service.  All customers have existing contacts in the customer_contact table so self-registration is not applicable (the Registration won't create a User ID for an existing contact, only create a new one).

So, if we give a customer contact the sn_customerservice_contact_admin role, they can see the list of existing contacts (great).  However there is no way for the admin to use those existing contact records to generate a new user (that is, send a temporary password for them to log in).

So let us assume that an internal user sets a temporary password for them instead - a painful overhead, and, will not go down well with the customer's IT security policies (or ours).  Clicking Reset password on the contact gives us the following:

So is this a gap in the process?  If a customer contact forgets their password - what do they do?

Docs states password reset is not available on the Customer Service Portal but only CMS (okay ...).

Would welcome others experience with this.

[amaradiswamy · Accepted solution]

Hi,

The Forgot Password is linked to the "Password Reset" application which is a separate application offered by servicenow to automate the reset processes using ServiceNow.

we can also create a password process to reset the password where you need to setup the verification process and users has to enroll to these. So, need to train users on this new process.

Another way is to add a new widget in the Login page of CSM portal which says and drags attention of the user to let the user to Reset the password.

There will be a field called Password in the Contact table. so, in the widget when user clicks on the button, fire an event, configure a notification to trigger when this event fires, create a notification email script which has the logic to reset the password and prints that new password in the email body. so, the user will receive notification to the email updated in contact record.

[Stijn Verhulst1]

Hi,

it should be possible for a Contact to reset their password via the CSM portal when they are not logged in. Whenever going to Login menu, they should be able to see the Forgot Password ? option in the login box.

Important note: this is on an Orlando instance.

Also it's possible to allow a Contact Administrator to reset the password of any of their Contacts, it needs a bit of creativity and re-usage of some existing functionalities. I'd complete the following actions in the Customer Service scope:

1. Create a new event in the Event Registry such as for example contact.pwd.reset
   
   
2. Clone the baseline Contact Roles Widget and add in the HTML Template a Reset Password "option". When clicking this "option", for example in the shape of a URL like the Enable and Disable login, it must trigger server-side code that will:
   
   
3. • Set the password_needs_reset field of the Contact record to true
   • Launches the contact.pwd.reset event created earlier, that contains the following 2 parameters:
     
     
   • • The first parameter must be the sys_id of the current Contact explicitly converted to the String format (otherwise your event might fail)
     • The second parameter must be the generated password to login with temporarily (the choice of algorithm I'll leave up to you)
       
       
4. Create a copy of the OOB notification Customer Registration Processed, this is the notification sent out when a Contact normally self-registers via the CSM portal and their request has been approved.
   
   Rename your copy with a name of your choosing and set the trigger to the earlier created event. Update the table to the Contact one. Afterwards modify the subject and message of the notification to your needs.
   
   

Hope this helps you forward!

Kind regards,

Stijn

[mcconnellsj]

Thanks for the response, and, I guess you have proved the point that if you consider the "out of the box" implementation, there are gaps we need to fill through development and configuration.

Enabling the customer service portal does NOT allow a customer to self-serve, its simply not true when it comes to contacts who forget their password.

[mcconnellsj]

What I mean is, if a contact already exists in the system and wants a login for the portal, only admin can reset their password.