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

Robert_Cartwrig · ‎06-15-2017

Hi Matthew,

Thanks for your reply, but we don't do chat support.

Thank you,

Robert

VaranAwesomenow · ‎06-15-2017

I believe customers have to register first using the register button on top right next to login and then try to submit a request using get help

Checkout Varan awesomenow youtube channel for more learning videos!

Robert_Cartwrig · ‎06-16-2017

That is correct...and what I'm trying to get around.

VaranAwesomenow · ‎06-16-2017

Servicenow used to allow public access to a page (added in sys_public table) until Helsinki.

But in Istanbul they introduced snc_internal role which prevents a user without role to update any page.

Hope that makes sense.

Checkout Varan awesomenow youtube channel for more learning videos!

Robert_Cartwrig · ‎06-16-2017

I'm familiar with the quandary that mandatory roles from CSM presents and the part it plays in authenticating users. But CSM also introduced the role "public" to allow exactly this kind of thing. The document https://hi.service-now.com/kb_view.do?sysparm_article=KB0551300 is current and seems to indicate this can be done.

My suspicion is that this is prevented by ACLs. I can adjust ACLs to include public, but I can't track down the exact ACLs in this case because I cannot impersonate a non-authenticated user to run a Debug Security.

To make matters worse, our instance began life as Express...and so contains over 6k ACLS leftover from before we moved to Enterprise (my advice is never begin with Express if you ever intend to move to Enterprise).

Regards,

Robert