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Enable external user to edit assigned task over portal

Egor2
Tera Contributor

4 hours ago

Hello, 

we are having a process, where we need to gather some information from some people or teams, who are not enabled in ServiceNow. Lets say, they are our external users. We also have CSM module enabled.

The question is: Is it possible to assign case (or case task?) for the users with snc_external role only, so they are able to work on that task on the portal and save the progress, so we can use it further down the flow? If yes, what should we do, to make it possible?


The initial idea of the flow logic:
1. Catalog item submitted internally

2. REQ and RITM created

3. RITM flow reaches an external-input step

4. CSM Case created for the responsible external Contact

5. Relevant RITM values copied to Case fields to provide some information for external user

6. External contact receives link in portal notification mail

7.  External contact access the Case (or Case task) on the portal and provides some information

8. Provided information is synchronized with connected RITM

 

Thank you!

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vaishali231
Kilo Sage

9m ago

Hey @Egor2 

 

Yes, this should be possible with CSM.

A possible approach is:

  1. Internal user submits the Catalog Item and the REQ/RITM is created.
  2. When the RITM Flow reaches the external-input step, create a CSM Case for the required external Contact.
  3. Copy the required RITM details to the Case so the external user has the necessary context.
  4. Give the external Contact access to the CSM portal with the appropriate external-user configuration.
  5. Configure the portal and ACLs so the external user can access only their Case and update only the required fields.
  6. Send the Case link to the external Contact through a notification.
  7. The external user opens the Case in the portal, enters the required information, and submits it.
  8. Use Flow Designer to copy the response back to the RITM and continue the RITM process.

I would prefer using the CSM Case as the external-facing record rather than directly exposing a Case Task, unless there is a specific requirement for Case Tasks.

The main things to validate would be the CSM portal configuration, ACLs for snc_external, field-level access, and the applicable CSM licensing.

 

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If this response helps, please mark it as Accept as Solution and Helpful.

Doing so helps others in the community and encourages me to keep contributing.

Regards

Vaishali Singh
Linkedin - https://www.linkedin.com/in/vaishali-singh-2273361bb











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