Can Non employee / external users access ITSM service portal ?

[Moin1]

Can Non employee / external users access ITSM service portal ? 

if Yes, what is required to enable this?

Thanks!

[SanjivMeher]

I think you can create public UI pages for external users. But I doubt you can give them access to a portal page without login.

But I would like to understand the use case. Because IT portals are mainly for internal users.

If an external team wants to create ticket, you may want to use the inbound email functionality instead of giving them access to the portal.

[Moin1]

Thanks for the response.

use-case - external users should be able to create the requests, which later be approved by the servicenow approvers, and then will be assigned to the full-fillers.

since the request needs to capture few details, it can't done through email.

[SanjivMeher]

You must have an account for the user in ServiceNow.

By Non-Employee, do you mean contractors?

If yes, they must be having a user record in the user table.

And a user will have end user access by default. Then just need to login to ServiceNow and submit a request via the catalog you build.

[Rishabh Jha]

Hi @Moin ,

Do the external users have a user entry in the Servicenow instance? If yes, they can access the service portal using the url https://<your-instance-id>.service-now.com/sp, and key in their Servicenow credentials to access the self service portal items.

If you need an unauthenticated access, you can make the specific portal pages public, that you want the users to have the unauthenticated access to. Then, they should be able to access the page by the page URL directly, like : https://instance-name.service-now.com/sp?id=<your_page_id>

You can refer to these links for more information:

https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/build/service-portal/concept/por...

https://community.servicenow.com/community?id=community_question&sys_id=2f4ccb47db7033c8e0e80b55ca96...

Thanks & Regards,

Rishabh Jha

Aavenir (https://www.aavenir.com/)