Requester cannot access the community from the CSM Portal

[Minamizono]

Requester（customer_contact） attempts to navigate to the community from the CSM portal but is unable to do so. The URL becomes “csm?id=communities_terms_conditions”.
The community has the page “communities_home” configured.

How should it be configured to resolve this?

[G Ponsekar]

Hi @Minamizono ,

A user with the sn_external role (the standard role for CSM contacts) needs the sn_communities.community_user role to access the community. When this role is granted, the community portal checks to see if the user has accepted the terms. Since the CSM contact is likely an external user, they haven't seen or accepted the T&C, which causes the portal to redirect to the communities_terms_conditions page

Can you check this article: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0869375#:~:text=To%20achieve%....

If I could help you with your Query then, please hit the Thumb Icon and mark as Correct !!

Thanks, GP

[Minamizono]

Hi @G Ponsekar ,

Thank you for your reply.
sn_communities.community_user has been added.

[Ankur Bawiskar]

@Minamizono 

so you are saying when they hit the URL it's redirecting back to the other page?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[kaushal_snow]

Hi @Minamizono ,

Ensure that the requester has the sn_communities.community_user role. This role grants access to the community features. Without it, users are redirected to the terms and conditions page to accept them...If the user has the necessary role but is still redirected, they might not have accepted the terms and conditions. After accepting, they should be able to access the community. Ensure that the community is configured with the correct page. The default page should be set to communities_home.

4. Additional Configuration for External Users

If the requester is an external user, ensure that the community is accessible to them:

Navigate to Community > Communities.

Open the desired community record.

In the Access tab, ensure that external users have the necessary permissions to access the community.

This step is crucial for external users to access the community without issues....

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.