Managing Contacts from Portal, how does the user get a password?

[guush]

In the docs about customer service portal, some steps are provided which describe how contacts can be created and managed from the portal:

https://docs.servicenow.com/bundle/london-customer-service-management/page/product/customer-service-...

Unfortunately, this is not matching the CSM application in London (e.g. the NEW button is missing), and there is still one gap so it seems: Providing the user with a password.

To my understanding, a customer admin can create "login" for the user (without a password), and if enrolled in the pw reset program, the user can reset their own password, which doesn't seem like a very user friendly solution.

Am I overlooking something here, or do we need to build the mechanism to get the user a password in an easy way ourselves?

Thanks!

[Gurpreet07]

There's a Catalog Item 'Create Contact' for creating new contacts and new user will get an email with login details and a password that needs to be changed after first login.

[guush]

Hi Gurpeet,

The Catalog Item "Create Contact" was known to me, but there is no login details (user ID and password are not created), nor any email beeing send out.

I checked this in three (London) environments (OOTB customer instance, OOTB dev instance, and CSM Demo environment clone), doesn't work anywhere.

By now we have created a UI action to set pw and send an email with the login credentials, but I was expecting it to be working OOTB.

Does it work for you in an OOTB instance?

[kryan]

Hi guush

I'm in the same position as you. Have found the ServiceNow doco does not match up to OOTB (no new button on the contact list) and using the Create Contact record producer does not assign them a password.

You'd think this would be quite a major part of the contact administration so I'm not sure how it's slipped by ServiceNow's radar.

Would be keen to hear from anyone else in this scenario.

For now I'm looking at modifying the record producer to generate a password and email.

Cheers

Kieran

[Gurpreet07]

What we did was.. Pointed the 'Create Contact' record producer to 'Pending Registration Request' module. So even if someone is registering a user from record producer it requires an approval and as soon as its approved system send an email to user with login details (that is OOTB availaible)