How can I allow guests to submit tickets via the CSM portal?

Robert_Cartwrig · ‎06-14-2017

I have created a public page and public Record Producer and made all variables in the RP public. It shows up and can be filled out, but when I click submit as a guest user, nothing happens.

Is there a system property or an ACL I need to address?

Any help would be appreciated.

Thanks,

Robert

Robert_Cartwrig · ‎09-20-2017

Thanks for "bumping" this Jack - I did - with help from SN.

I was provided with a widget written by Frank Schuster that required little alteration on my part to make it work. Visitors to the portal can now submit tickets as an unauthenticated User.

I'm attaching the widget to this post and marking my own answer Correct. LOL

Please note, tough this widget was writeen by an SN resource, please note that is not being provided by SN - so use at your own risk.

Thank you,

Robert

EDIT: I forgot to mention, if I recall correctly, before minor editing on my part, the widget created Contacts. As long as you're collecting an email address, you can do this or use this to populate another field to ensure notifications get sent. You'll probably need this last piece if you aren't allowing it to create Contacts as the submitter won't be able to sign in to view a ticket they submitted. Otherwise, after submission, all communication would take place by some method other than the portal.

View solution in original post

faisal_dadabhoy · ‎06-14-2017

So it appears, as a guest one can get to Record Producer but cant submit the request.

ServiceNow has documentation on making it record producer public. check out below link:

ServiceNow KB: Making a record producer and catalog item public on a CMS page (KB0551300)

3. Making the Catalog Item public

To make a Catalog Item/Record Producer public, make both the item and the variables public.

To make the item public, make sure the roles field is on the form and add the public role to it. If the role field does not show, you'll need to change the property glide.sc.use_user_criteria to false. Making Catalog Item Public will work only with Entitlements and User Criteria needs to be disabled for Service Catalog.
Set two step check out to false. (glide.sc.checkout.twostep = false).
To make the variables public, add Write, Read, and Create roles to the related list.

Robert_Cartwrig · ‎06-15-2017

Hi Faisal,

This is actually the document I used when I set this up. At the time, I tried toggling this value (glide.sc.use_user_criteria, but didn't see a difference.

Today, I went back to the portal page and the RP is no longer available...Not sure why that is as it was available when I left it yesterday. I have seen a delay and sometimes have to clear the cache when working with the portal and widgets.

I'll dig back in this afternoon and play with this property some more. I'll follow up with any progress.

Thank you,

Robert

Robert_Cartwrig · ‎06-15-2017

Okay, I went back through this document - I see what happened to make the RP disappear..we use CSM, which uses Mandatory Roles...so even though I removed the Role snc_internal, the system just added it back. I added the public Role this time and reloaded and have the RP back, but still have the issue I reported, which is that the Submit button does not work.

I'm guessing means it won't work with an unauthenticated user.

So...same question...

Mwatkins · ‎06-14-2017

There is the Anonymous chat feature, available with Istanbul. It is an optional feature of the CSM (Customer Service Management) portal that includes the Anonymous chat record producer.