Service Portal, External Users and the snc_external role

[Jamsta1912]

Hello all,

I'm creating a service portal to expose limited data to some logged-in external users, who have the 'snc_external' role. I have a page that uses the 'Data Table from URL Definition' widget to show a list of incidents. In order to make incidents visible to the external users with the 'snc_external' role, I'm having to add ACLs to the incident table: 

 https://docs.servicenow.com/bundle/london-customer-service-management/page/administer/contextual-security/concept/explicit-roles-in-csm.html

My question is, are there licensing implications to creating read-only ACLs for the 'snc_external' role, or is this role considered to be a special case?

Existing OOTB ACLs do give users visibility of incidents they created, but in our case we would want to expose some incidents to a broader group of users.

[DScroggins]

I would check with your account manager about licensing implications before granting users visibility into records outside of OOTB functionality. With that said snc_external role is designed to be much more restrictive as traditionally the security model evaluates items on the premise that it assumes users are allowed to perform CRUD actions unless there is an ACL, user criteria etc which states otherwise. When users have the snc_external role the system assumes they can do no such CRUD activity unless specifically granted the ability to do so.

We had to ask the same questions to our account manager when we wanted to open up visibility into incidents beyond just those that the user opened. Ultimately our licensing model allowed us to expand the "who can view what" with regards to incidents and stories but its best to CYA and double check you are also allowed to do the same.

[Jamsta1912]

Hi David, thanks for this answer - really appreciated!

[Chaitanya Redd1]

Hi David,

Can you help me i'm also finding same issue I have gave few roles to one of my external user but he facing issue to create case or finidng all related cases which are submitted and issue on search bar as well. Please help me.

I gave this roles to my external user for CSM portal.

1. sn_customerservice.customer
2.  sn_esm_user
3.  snc_external