Customer receives Order guide 404 error from CSM
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04-15-2024 08:09 AM
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.
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08-22-2024 02:40 AM
Hi @Richard48
I am also facing same did you get any solution, please let me know.
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08-22-2024 05:59 AM
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.
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08-22-2024 10:42 PM
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!!!
