Does Engagement Messenger allow unauthenticated users (unlogged in users) to submit ticket?

Thuy Thao · ‎07-20-2022

Hello community,

I got a requirement from my client:

My client want to apply Engagement Messenger to their website. They want to allow users can submit Record Producer / Request without logged in Service Now (it means they are unauthenticated users).

My question is it's possible to do that? If yes, could you guide me how to do that? If not, do you have any document / KB related to that?

I try many ways to public the Catalog Item but nothing works.

Thank you all in advance!

Soeren Maucher · ‎07-21-2022

It is definitely possible, I have already implemented it for different clients.
Here is a good guide you could follow: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0551300

Form my experience, enabling unauthenticated users to submit a simple record producer e.g. with some plain text fields as input can be done with limited effort and limited seurity concerns. However, providing "advanced" record producers with for example reference fields can lead to security issues, since table ACLs must be customized in a way that could lead to data breaches.

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Soeren Maucher · ‎07-21-2022

It is definitely possible, I have already implemented it for different clients.
Here is a good guide you could follow: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0551300

Form my experience, enabling unauthenticated users to submit a simple record producer e.g. with some plain text fields as input can be done with limited effort and limited seurity concerns. However, providing "advanced" record producers with for example reference fields can lead to security issues, since table ACLs must be customized in a way that could lead to data breaches.