Work Note Post Button Issue for External Users: Seeking Assistance and Insights

[senon]

Hello Experts

I am having a problem with the work note post button not working in my customer environment.

■ Background
We allow external users with external role [snc_external] to access records and leave work notes. ACLs are defined so that working memos can be read and written.
After entering a work notes, the user can click the "Post" button to save the history in the activity.
The activity will be updated by updating the work notes.

■Problem
Only the post button is not working. When an external user clicks on the post button, it is not reflected in the history in real time and does not appear to be working.

■Question
Is it a specification that it does not work when an external user clicks the post button?
Where is the record that ServiceNow maintains for the post button?

I look forward to hearing from you.

Best regards

senon

[Maik Skoddow · Accepted solution]

Hi @senon 

when you say "We allow external users with external role [snc_external] to access records and leave work notes." you should be aware of that you are breaking an important right and license concept of ServiceNow and thus getting troubles with the compliance team of ServiceNow.

Apart from breaking all ACL-based security barriers: If you allow external users writing work notes, they are not counted any more as Requesters but as fulfillers and therefore consuming a paid license. External users of type "Requestor" are only allowed to write into "Additional Comments" of their own records!

Please get in contact with ServiceNow and check first the consequences of that approach before you continue!

Maik

[Dr Atul G- LNG]

Hi @senon 

It is not right use case to allow External user to post or see the work notes. This is the violation basis principle of user and role management and expert @Maik Skoddow very correctly said it is compliance issue as well. 

So let's follow the foundation principle and use the platform as it good and designed.