Create Portal Login Credentials for a Batch of Customers

CSM allows a Customer to log in using assigned Cherwell credentials or using Windows/LDAP credentials.

To create Portal login credentials for a batch of Customers:

1. Open the Contact Manager (Customer>Contact Manager)
2. Select a group of Customers either by running a Search Group or by using the Search tab in the Contact Manager.

   Tip: The easiest way to assign credentials to all Customers (or all Customers that do not yet have credentials assigned) is to bring up the Contact Manager and switch to the Search tab. Select the Customer type for your Customers (or just select All Customers), leave the Search text blank, and click the Go button (make sure that Changed is set to Any time).

3. Click Customer>\Portal Settings>Batch Customer Credentials.

   The Batch Portal Credentials window opens.

4. Define the login credentials for the Customers (either Cherwell Authentication or Windows/LDAP Authentication):
   1. Field with Login ID: Select the Field to provide the value to use for each Customer’s login ID. The value must be unique.

      Tip: If you do not have a Field that contains the value that you want, consider creating a calculated Field in the Customer Business Object to automatically create the value you want (ex: First letter of First name + Last name).

      Note: For Cherwell credentials, this Field is used as a source for the new User ID. For Windows/LDAP credentials, this is the Field that holds the Customer’s Windows (or LDAP) ID. When using Active Directory, this Field will usually be SAMAccountName. The value will be combined with a domain to create the full Windows/LDAP User ID.

   2. Customer group: Select a Security Group for the Customers.

      Note: The Security Group controls access to CSM functionality and data. Customers have their own Security Group, called Portal End User in the Starter Database.

5. Set passwords for Customers. You have several options:
   • Randomly generate a password for each Customer: Click this button to have the system randomly generates the password.

     Note: The randomly generated passwords will adhere to the password setting specified in the Cherwell Settings applied in Admin Portal.

     Note: If you select this option, you MUST select to e-mail each Customers their credentials; otherwise there is no way for the Customer to retrieve the password.

   • Set password the same for all: Click this button to provide an identical password for everyone in the group.

     Note: Not recommended for secure systems.

   • Password is value from Field: Click this button to pull the value from a Field in the Customer Record. This could be something like phone number or office number, or it could be a more complex calculated Field.
   • Set login ID Field as Windows/LDAP Login: Click this option to have CSM attempt to log in the Customer using her Windows credentials instead of Cherwell credentials. Then, select options for determining the domain:

     Note: If the Field being used to provide the credentials is fully qualified (in the form of domain\user-id), that identifier will be assumed to be the full Windows ID, and will be used as-is. However, if the Field just contains the User ID, there are several options for how the system should try to determine the domain to use. Note that the first two options are only available if User/Customers have been imported from LDAP. When importing from Active Directory, the SAMAccountName does not usually contain the domain, and so one of the following options should be selected. If multiple options are selected, the system will try them each in turn until a domain can be determined.

     • Attempt to determine domain from LDAP distinguished name: Select this check box to have the system determine if the Customer’s distinguished name is stored in a Field in the Customer Record and contains a domain that can be used.
     • Attempt to use domain associated with LDAP customer mapping: Select this check box to use the domain specified in the settings used to import this particular Customer.
     • Use this domain: Select this check box to provide a domain name. Then, provide the domain name.

       Note: For more information, refer to Use Windows Credentials in the online help.

6. Define account locking and password reset options (Account details section):
   1. Account locked: Select this check box to lock the Customer's account (preventing her from logging in to the Portal).

      Note: A Customer can be automatically locked out of the system if there have been too many failed login attempts (depending on system settings).

   2. Password never expires: Select this check box to forgo password expiration. This overrides any system setting to reset the password.

      Note: If this is selected, the User must reset password at next login and Password reset date settings are hidden.

   3. User cannot change password: Select this check box to restrict a Customer from changing their password. If a password reset is required by the system, the system administrator must reset the password.
   4. User must reset password at next login attempt: Select this check box to restrict a Customer from changing their password. If a password reset is required by the system, the system administrator must reset the password.

      Note: This restarts any system administrator-scheduled password reset.

      Tip: This is an immediate reset. Use this setting if the Customer forgot their password.

   5. Password reset date: Select this check box to prompt a Customer to change their password on a specific date. Then, click the Date Selector button to select a reset date.
7. Select options for e-mailing Customers their new credentials:
   • E-mail customer new credential information: Select this check box to e-mail each Customer their credentials. If selected, you can click the Edit e-mail button to customize the text that will be sent.

     Note: If a password is being auto-generated, you should select to e-mail the Customer their credentials; otherwise, there is no way for the Customer to retrieve the password.

   • Skip customers with no e-mail addresses: Select this option to skip assigning credentials to Customers whom do not have known e-mail addresses. E-mail is the only way to retrieve the password.
8. Skip customers who already have login IDs assigned: Select this check box to assign credentials only to new Customers (that is, skip assigning credentials to Customers who already have them).

   Example: To change everyone's credentials at once, clear this check box. If you add new Customers or import new records (Active Directory) in bulk and want to assign credentials to the newly added Customers, select this check box.

9. Click OK.