request approval from snc_external users

[pathumharsh]

I have a Record Producer that is submitted by internal users. After the Record Producer is submitted, an approval is required from a user with the snc_external role who accesses ServiceNow through the Customer Portal.

What is the recommended OOTB approach or best practice to send the approval request and allow the external user to approve or reject it from the Customer Portal?

[Ankur Bawiskar]

@pathumharsh 

Glad to help

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Ankur Bawiskar]

@pathumharsh 

Please close the thread by marking appropriate response as correct if your query is resolved.

[Tejas Adhalrao]

Hi @pathumharsh  ,

One approach is to create a custom Service Portal/Customer Portal widget instead of using the OOB approval widget.

The widget can:

• Display all approval requests assigned to the logged-in external user.
• Show the related record details in read-only mode.
• Provide Approve and Reject buttons.
• On button click, update the corresponding sysapproval_approver record and continue the approval process (Flow Designer/Workflow).

This gives you complete control over the UI, the information displayed, validations, and the approval experience while still leveraging the standard ServiceNow approval framework in the backend.

If you found my solution helpful, please mark it as Helpful and Accept Solution.

[Tanushree Maiti]

Hi @pathumharsh 

1. Add external users to approval groups or assign roles for approval users in order to see approval records on the Customer Service Portal.
2. Add the necessary ACLs to the snc_external role  in table sys_approval_approver.

External users cannot read the records they are approving unless explicit ACLs grant them visibility.

 Ensure there are read ACLs that target the snc_external role (or the inherited sn_esm_user role) for the underlying task table being approved.

E.g  if they are approving a Service Request or a Change Request linked to their Case, ensure they have access to sc_request, sc_req_item, or change_request

Refer: https://www.servicenow.com/docs/r/customer-service-management/enable-customer-request-approval.html