Unauthenticated portal users unable to access Record Producers in custom widget

[kdelbridge]

We are preparing for our upgrade to Yokohama and as part of that process, we upgraded our DEV and TEST instances.

After the upgrade, unauthenticated users no longer have access to forms on our portal.

The forms reside in a custom widget on our home page.

* after the upgrade on DEV, an external user cannot access form marked specifically for "external users aka SNC External"

Our Production instance portal does still allow external users access to these forms (this instance in on Washington).

In our DEV instance, we have tried all of the following:

1.  We removed [snc_internal]  role from each external item
2. We removed [SNC External] from the 'Not Available for'
3. We left [public] in the "Available for'
4. We added [SNC External] in the "Available for"

What I haven't tried yet is updating the "roles" for our home page and our custom widget. If I do that, would I need to add BOTH the internal and external role? We do have our internal forms with a role of [snc_internal] and our external forms have a role of [SNC External].

Any advice you can offer will be greatly appreciated.

[Anand Kumar P]

Hi @kdelbridge ,

Refer below kb:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0750364

also check in the feature in the Catalog module is User Criteria Diagnostic. Simply enter the user’s name and the catalog item you want them to access, then click Run Diagnostic. If any user criteria or settings are blocking access, the tool will identify them for you.

If my response helped, please mark it as the accepted solution ✅ and give a thumbs up👍.
Thanks,
Anand

[kdelbridge]

After doing some more research,  we realized that we don't need to be concerned with the [SNC External] role. 

We are really more focused on ensuring [public] access to these forms.

We already have [public] as the "available for".

Research continues