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!

[Community Alums]

Guush,

A customer should have always "Contact" class assigned. Please check the points below

Scenario 1: For a user to reset his password, You need to make sure"Self Service Password Reset" is enabled. It should be enabled by default. Self Service Password Reset plugin allows locally authenticated users to request a temporary password if they forget their current one. The password is sent by email as notification.

Scenario 2: Create a User and Send Password by email. At the moment there is no ootb notification for this process because the majority of the customers ogging in via an SSO solution or an LDAP integration and they cannot reset their passwords in this fashion since the instance does not know these passwords.

It's true. The system allows you to create a user without any password assigned (careful on the form views) but a user is not able to login the system without a password either and even if you try to impersonate the system does not allow you to. But see this way, it depends of the point of view. Imagine that you need to create a user for ticket assignment, easy better right? 

[alex_bones]

Yeah the out of box solution is lacking quite a bit in that area, What I did for this scenario is in the record producer script, generated the username and random password,  I sent the random password with an event that triggers a notification I made which includes the login details. 

[alexbones]

Yeah the out of box solution is lacking quite a bit in that area, What I did for this scenario is in the record producer script, generated the username and random password,  I sent the random password with an event that triggers a notification I made which includes the login details.