Cannot restrict a new CSM portal with a new role

[nicolabroad]

We have a new CSM portal (in addition to another CSM portal). A new role has been created for this new portal and I want to ensure anyone who is logged in without the new role assigned to them cannot access the new portal. They should be taken to the 404 error page when trying to access it.

It appears this works in the way I'd expect for internal users who haven't got the 'sn_customerservice_manager' role, however if they have this role, they can access both CSM portals. I would like to restrict access to the new portal to those who have the new role, regardless of if they have the 'sn_customerservice_manager' role. I'd like the new role to take priority over this manager role for the new portal.

Please note; this shouldn't change for the original csm portal, the 'sn_customerservice_manager' role should still allow access to the original csm portal but not the new portal (as for the new portal, they should be assigned the new role). 

In a nut shell, if a user tries to access the new portal without having the new role assigned to them, then they should not be able to see the new portal and should receive the 404 error. Is there a way to achieve this so the new role takes full control if someone can or cannot access the new portal?

Thank you

[Tanushree Maiti]

Hi @nicolabroad 

Restricting portal access requires restricting the portal's pages.

1. Navigate to Service Portal > Pages.
2. Search for and open the core pages that make up your new portal ( like OOB for service portal  index page (landing page) is there).
3. Locate the Roles field on the Page form.
4. Add your newly created role to this field.
5. Click Update. Any user who attempts to load the page without this role will be blocked

Sample screen shot: