Enhanced Password Reset mApp Solution 1.0a

The Enhanced Password Reset mApp® Solution provides functionality that builds upon the current Password Reset functionality to strengthen security in the CSM Portal.

This is a Cherwell Labs mApp Solution. Functionality, testing, and documentation are limited or incomplete. Cherwell support is not provided for this mApp Solution, so install it at your own risk on a test environment before installing it on a production system.

Platform Version Requirements: Tested on CSM 5.0.0 - 9.1.x

Out-of-the-Box Content Requirements: Tested on CSM 9.1.x

Prerequisites: None


The existing Password Reset feature allows Users to reset their password based on security questions and randomly generated codes that can be sent (via text) to their phone. It also allows Users to combine security questions and codes for even greater security. The Enhanced Password Reset mApp Solution offers additional functionality, which creates a randomly generated security code that can be e-mailed to an alternate e-mail address. The additional strength can be used to assign the characters in the password a strength value based on the character type, length of password, and combination of characters. As the User types a desired password, a colored meter shows the strength of the password. CSM integrates with Enhanced Password Reset so that you can strengthen your password security system. For more information, see About Customer Portals.

How the mApp Solution Works

CSM provides the Enhanced Password Reset V1.0a functionality as a mApp Solution so that Users can easily incorporate password strength automation into their existing CSM system. Download the mApp Solution from the CherwellmApp Exchange. Use the Apply mApp wizard to apply the mApp Solution to your CSM system. The Apply mApp wizard generates a Blueprint, which can then be viewed and published to a test or Live system to commit the changes.

The mApp Solution includes the following items:

Item Category


Typical Merge Action

Business Object


Customer Merge
Incident Don't Change
Mobile Carrier, Password Reset Form, Secret Question Overwrite
Field, Form, Grid, Index Numerous Varies
Automation Process Self-Service Password Reset Overwrite

One-Step Action


Password Requirements Import
Password Reset Failure, Password Reset Process, Password Reset Successful, Send Code Overwrite
Expression Numerous Varies
Stored Value Current System, Current System DEV E-Mail Recipient, Current System DEV E-Mail Sender, Current System Production E-Mail Sender Don't Change
Theme Professional Grey Don't Change
  • Import: Add new item.
  • Overwrite: Replace target item.
  • Merge: Merge differences.
  • Don't Change: Referenced by the mApp Solution, but not altered in any way. The mApp Solution includes the definition for informational purposes only (the definition is not imported into the target system).

Related Reading

Apply the mApp Solution

To apply the mApp Solution, perform the following high-level steps:

  1. Review the recommendations and considerations for applying mApp Solutions. For more information, see Considerations for Applying mApp Solutions.
  2. Extract the mApp Solution .zip file to a location that can be accessed by CSM.
  3. In CSM Administrator, use the Apply mApp Wizard to apply the mApp Solution. For more information, see Apply a mApp Solution. Select the topic that matches your version of CSM.