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!

[YaswanthKurre · Accepted solution]

Hi @RohitPapann ,

Please follow the below steps:

• Create a Record Producer for the Incident table.

• Set the Record Producer to be available only to snc_external role.

• Add the Record Producer to your Service Portal page.

• Impersonate as snc_external  user and ensure only authenticated users with the snc_external role can access the Record Producer not public users.

• No need to expose the Incident table directly, as the Record Producer handles incident creation securely for authenticated external users.

The Explicit Roles (com.glide.explicit_roles) plugin provides the snc_external and snc_internal roles and this should be already installed to you as you are using CSM.

Please mark this as helpful and correct if this answers your question.

Thanks,

Yaswanth.