App Engine form not accessible to public/external users outside the network

GChanner
Tera Guru

2 hours ago

Requirement: Create a form that will be accessible to public/external users outside the network.

 

We built the form in App engine (AES) which allows unauthenticated users to access it without logging into ServiceNow. This form works great in our DEV and Sandbox instances where users can access the form from a link without authenticating to ServiceNow.

When I move the build to our TEST instance for QA, it is prompting users to authenticate to our network. The difference in the instances is that both DEV and Sandbox uses SN authentication while TEST and PROD uses MHS azure SSO authentication.

Could the issue in TEST be Azure SSO?

I think the moment a request/call is made to https://xyztest.service-now.com it redirects the user to Azure SSO before even getting to ServiceNow.

 

If my deduction is correct, how can I get around this? Will I need to configure Azure to exclude this URL?

 

Thanks

Garfield

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ayushraj7012933
Kilo Guru

an hour ago

Hi @GChanner ,

Yes, your deduction is correct. In TEST/PROD, Azure SSO is enforcing authentication at the instance level, so the request is redirected to Azure AD before ServiceNow can allow anonymous access to your App Engine form.

To resolve this, you’ll need to bypass SSO for the public form URL and ensure the page is configured for anonymous access in ServiceNow.

Step-by-Step Solution

Step 1: Identify the Public Form URL

Step 2: Configure Azure SSO Exclusion

In Azure AD:

  1. Go to Azure Active Directory

  2. Navigate to Enterprise Applications

  3. Select your ServiceNow application

  4. Open Single Sign-On / Conditional Access

  5. Create or modify a policy to:

    • Exclude the public form URL

    • Or allow unauthenticated access for that endpoint

 Depending on setup, this may involve:

  • Conditional Access Policy (Exclude URL / App)

  • Custom routing rules

  • Allow anonymous access for specific paths

Step 3: Enable Public Access in ServiceNow

  1. Go to Service Portal → Pages

  2. Open your page

  3. Ensure:

    • Public = true

  4. Check widgets used on the page:

    • Ensure they allow access to:

      • public

      • snc_external

Step 4: Test Access

  • Open the URL in:

    • Incognito / Private browser

  • Verify:

    • It does NOT redirect to Azure login

    • Form loads directly

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