Create Portal Login Credentials for an Individual Customer

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

To create Portal login credentials for an individual Customer:

1. Open the Contact Manager (Customer>Contact Manager).
2. Double-click a Customer record.
3. On the menu bar, click Customer>Portal Settings>Current Customer Credentials.
   Tip: You can also press CTRL+F5 while on a Customer record.

   The Portal Credentials window opens.

4. Define the login credentials for the Customer (either Cherwell Authentication or Windows/LDAP Authentication):
   1. Customer configured to use Cherwell Portal: Select this check box to enable the Customer to log in to the Portal.
   2. Customer group: Select a Customer Security Group for the Customer.
      Note: The Security Group controls access to CSM functionality and data. Customers have their own Security Groups in CSM.
   3. Provide Cherwell Credentials:
      Note: If you provide a Windows/LDAP ID, you can omit the Cherwell Login ID and Password.
      1. Login ID: Specify a Cherwell Login ID for the Customer (ex: First initial + last name). The value must be unique.
      2. Password: Provide a Cherwell password for the Customer.
         • Password: Specify a password.
         • Auto-generate a new password for this Customer: Select this check box to have the system randomly generate a password.
   4. (Optional) Windows Login ID: To have CSM attempt to log in the Customer using Windows credentials or LDAP credentials instead of Cherwell credentials, provide the Customer's Windows Login ID. For more information, refer to Use Windows credentials in the online help.

      Notes: To use this feature, either Windows or LDAP must be a supported login mode (CSM Administrator>Security>Edit security settings>select the Windows check box). This is intended for situations when you know the Customer (that is, they are employees). If you provide a Windows/LDAP ID, you can omit the Cherwell Login ID and Password.

   5. E-mail customer new credential information: Select this check box to e-mail the Customer her credentials. If selected, you can click the Edit e-mail button to customize the text that will be sent.
      Note: If you randomly generate a password, you should select to e-mail the Customer her credentials; otherwise, there is no way for the Customer to retrieve the password. If selected, you can click the Edit e-mail button to customize the text that will be sent.
5. Define account locking and password reset options (Account details section):
   1. Account locked: Select this check box to lock the Customer's account (preventing them from logging in to the Portal).
      Note: A Customer can be automatically locked out of the system, too, if there are 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. This restarts any system administrator-scheduled password reset.

      This is an immediate reset. Use this setting if the Customers forget their passwords.

   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.

6. Click OK.