How to fix consumers login issue - CSM

[Supriya25]

Hi all,

Some one please suggest me solution for below issue.

importing consumer information into Consumers table [csm_consumer] using with ExcelSheet.   so we can track it in ServiceNow, but where you don't ever expect those users to log in to your portal. This includes references to assets, products, and cases.

If you opt to import consumers in to only the [csm_consumer] table AND you include their email address in the data load AND you later want to open them up to self-service - the users will get an error on self-service registration. A check occurs to see if their email already exists in the system, and since it does, it will return an error.

How can we fix user login/registration issue

[Allen Andreas]

Hi,

In your scenario, they wouldn't utilize the self-registration process as they already have an account. Instead, you can direct them to the password reset process and go from there.

Otherwise, if you try really any other workaround, you risk duplication of data.

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

[Supriya25]

Hi Allen,

Thanks for your reply.

There are around 100+consumers data loaded into Servicenow. i hope password rest is huge process for these100+ users. we can't do one by one right . any other way for them?

[Allen Andreas · Accepted solution]

Hi,

The users who wish to login, would simply need to go through the password reset process themselves. So in your comm plan you'd just explain that the steps are to go to this website and reset your password for them to obtain a unique password and then they're good to go.

Otherwise, you could write a fix script to set their password to something generic and then check the box that says "password reset on login" and then they can reset it themselves as well.

I don't believe there's anything else you can do as you've already "registered" them by having them in your instance.

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

[Supriya25]

Thanks Allen for your suggestions.