Servicenow Document Viewer is not working for external users

[Adireddy]

Hi Team,

Servicenow Document Viewer is not working for external users, when ever an external user clicks on pdf file from csm portal. Document viewer is opening in a new page with error message : "Security constraints prevent access to requested page". Can someone please help me on this.

Thanks,

Adireddy Tetala

[Sarup Paul]

What is this PDF record associated with?

[Nithin21]

Hi @Adireddy 

Is your issue resolved ?

If yes, Can you share feedback on what was the resolution ?

[Jason Siegrist]

After speaking with HI.  There are two things that you will have to do.

1.  There is an ACL which needs to be amended to support snc_external users.

https://<yourURL>.service-now.com/sys_security_acl.do?sys_id=5ac4bb13931102009c8579b4f47ffba2

2.  Create ACL to allow the script to Convert the attachment for web rendering

https://hi.service-now.com/kb_view.do?sysparm_article=KB0818296

Cause

The issue is related to the “snc_external” role, where it does not have permission to execute the required Script Include “ConversionRequestUtil”.

Resolution

1. Navigate to System Security > Access Control (ACL)
2. Click on New
3. Create a new ACL with the following information:
   • Operation: execute
   • Type: client_callable_script_include
   • Name: ConversionRequestUtil
   • Roles: snc_external and snc_internal
4. Click on Submit.
5. Grant the affected user(s) the roles "snc_internal" and "snc_external".

[Vegard S]

It's better to specifically grant access to the page you use, not every ui page.