Guidance on Allowing External Logged-In Users to Submit Incidents

[RohitPapann]

Hi Community,

I am working on a small project in my ServiceNow developer instance, and here are the steps I’ve completed so far:

• Raise a Lead – A customer shows interest in the product/service.

• Generate a Quote – Sending them a price estimate.

• Complete an Order – Customer accepts the quote and places the order.

• Customer Portal – Customer can track orders or raise issues.

• Incident Management – Customers can raise incidents if there’s a problem with the order.

Now I want to extend this by exposing the Incident table, but only for logged-in external users.

Requirement:

• Instead of making the incident form public (open to anyone without credentials), I want only authenticated external users to be able to:

  • Authenticate (login) → Submit an Incident via the portal.

👉 Can you please guide me on the correct approach to achieve this?

• Should I configure CSM external users/roles?

• Are there specific ACLs or portal configurations needed?

• What’s the best practice to allow authenticated external users to create incidents securely?

Any step-by-step guidance or references would be really helpful.

Thanks in advance!