Manage contacts from the customer portal

Users with the customer administrator role can create and update customer contacts; assign roles to contacts; and create, enable, or disable contact logins from the customer portal.

Administrators can also reset a password for a contact from the customer portal based on the Content Management System (CMS). The Customer Service Portal does not support the password reset feature. The system administrator can change and reset passwords using the ServiceNow Password Reset and Password Change applications.
Note: The Related Links section at the bottom of the Contacts page includes several Service Portal links that are not currently supported by the Customer Service Portal.

Create a customer contact

Create a customer contact from the customer portal.

Before you begin

Role required: sn_customerservice.customer_admin, sn_customerservice.partner_admin, or admin

Procedure

  1. Click Manage Users in the portal header.
  2. From the Contacts list, click New.
  3. Fill in the fields on the Contact form, as appropriate.
    Table 1. Contact form
    Field Description
    First name Customer's first name.
    Last name Customer's last name.
    Title Customer's job title.
    Language The language for this customer.
    Time zone The time zone for this customer's location.
    Account The user's account.
    Email Customer's email address
    Business phone Customer's business phone.
    Mobile phone Customer's mobile phone.
    Notification Enable or disable notifications for this customer.

    This field is displayed after you click Submit and create the contact.

    User ID A unique identifier for this user. The user ID should follow the format firstname.lastname.

    This field is displayed after you click Submit and create the contact.

  4. Click Submit.
    After you create a new contact, you can create a login for the contact and enable or disable notifications.

Create a login for a new contact

After creating a new contact, you can create a login for that contact.

Before you begin

Role required: sn_customerservice.customer_admin, sn_customerservice.partner_admin, or admin

Procedure

  1. Click Manage Users in the portal header.
  2. Select the new contact from the Contacts list.
  3. Click the Create Login related link.
    The system creates a login for this contact and fills in the User ID field on the Contact form with the user's first and last name in this format: firstname.lastname

    In the event that you create a new contact with the same first and last name as an existing contact, the User ID field is left blank and the Create Login related link does not appear on the contact form.

    To create a login for this contact, enter a unique login in the User ID field on the Contact form and click Update.

Update contact information for a user

Update the contact information for a user from the customer portal.

Before you begin

Role required: sn_customerservice.customer_admin, sn_customerservice.partner_admin, or admin

Procedure

  1. Click Manage Users in the portal header.
  2. Select a user from the Contacts list.
  3. Make the desired changes to the fields on the Contact form.
    Table 2. Contact form
    Field Description
    First name Customer's first name.
    Last name Customer's last name.
    Title Customer's job title.
    Language The language for this customer.
    Time zone The time zone for this customer's location.
    Account The user's account.
    Email Customer's email address
    Business phone Customer's business phone.
    Mobile phone Customer's mobile phone.
    Notification Enable or disable notifications for this customer.
    User ID A unique identifier for this user. The user ID should follow the format firstname.lastname.
  4. Click Update.

Enable or disable the login for a contact

Enable or disable the login for a contact.

Before you begin

Role required: sn_customerservice.customer_admin, sn_customerservice.partner_admin, or admin

Procedure

  1. Click Manage Users in the portal header.
  2. Select a contact from the Contacts list.
  3. Click one of the following related links:
    • Disable login
    • Enable login
    If the login for this contact is currently enabled, the Disable login related link is displayed. If currently disabled, the Enable login related link is displayed.
    The system enables or disables the login for this contact and returns you to the Contact list. A disabled contact cannot access the customer portal.

Assign a user role to a contact

Assign one or more user roles to a contact from the customer portal.

Before you begin

Role required: sn_customerservice.customer_admin, sn_customerservice.partner_admin, or admin

Procedure

  1. Click Manage Users in the portal header.
  2. Select a user from the Contacts list.
  3. Click the Assign Roles related link.
  4. Select a role in the Available column and move it to the Selected column.
  5. Click OK.
  6. Click Update.

Reset a password for a contact

Reset a password for a contact from the customer portal.

Before you begin

Role required: admin

About this task

When you reset a password for a contact, the system sends an email to the contact that includes a new temporary password. The customer is asked to change this temporary password at the next login.
Note: Administrators can reset a password for a contact from the customer portal based on the Content Management System (CMS). The Customer Service Portal does not support the password reset feature.

Procedure

  1. Click Manage Users in the portal header.
  2. Select a contact from the Contacts list.
  3. Click the Reset a password related link.
    This brings up the Password Reset Assistance dialog box.
  4. Ensure that the correct user name is displayed in the Select User field.
  5. Select a process in the Select process field.
  6. Click Verify Identity.