Customer receives Order guide 404 error from CSM

Richard48
Tera Contributor

The OOTB behavior for CSM is that when a customer raises a  request via a Order guide they receive a 404 error as the result of submitting the request is they are directed to sc_request, but as customers do not have the rights to view these they receive the  error.   Servicenow have confirmed this is expected behavior.

I don't want to give the customer access to sc_request as i want to ensure they are always working with the case.  The case has been created in the ground. 

So i'm looking for ideas on how to overcome this. One suggestion i have been given is page route maps,  has anyone done this and if so can you share your solution please.

3 REPLIES 3

Basina Akash
Tera Contributor

Hi @Richard48 
I am also facing same did you get any solution, please let me know.

Richard48
Tera Contributor

 we ended up working around the issue as we did not want to expose sc_request.  You may want to look at the different submit options as that makes a difference as to what page people are routed , or as above a routing page.

Hi @Richard48 
When an external user is requested a catalog items through csm portal, The request is submitted and a CASE created and it is shown for end user , But when it comes to order guide is requested through csm portal A case and request is created in back end , In the external user perspective it showing the 404- ERROR. I want the case number functionality like when a catalog item is submitted to the order guide.
Can you help me out to get the case number when a order guide is submitted through csm portal!!!