How can a consumer will get login ID or password to check their portal based case status on CS portal through OOB functionality

[Danish Anwar1]

Hello all,

Question: When a consumer comes to Customer Service portal and register himself on the live chat form to chat to an agent, the agent then creates a case for him from his side and adds him into the consumer database if he's not present in it. Then consumer is sent over his email, updates of a case created for him in CSM, the email body contains the link that takes the user to customer service portal to show the status of cases related to him, but when the consumer goes to that it asks for login ID and password. And this is made out of the box. So how does ServiceNow think that consumer will get login ID or password to check their portal based case status when they are never sent any email containing login ID or default sort of password? Is there anything available OOB to sort this matter or do I need to create functionality this myself?

[parag-mone · Accepted solution]

Hi,

Once you have created a new "Consumer" in the system, navigate to "Login Details" tab and click on the "User" lookup to create a new "Consumer User" record.

Enter appropriate information to create a new user in the system

Thanks,

Parag Mone

[Danish Anwar1]

Awesome.
Thank you so much Prayag. 
It was default view in the consumer table due to which I could see this option. Thank You