Creating page for external without header and footer and ACL control

[Yee Man Chun]

Hi Guys,

Am creating a ticketing system for external to create incident. I do understand that the best practice should have a CSM module to handle external, However, CSM module is not at the plan due to the budget at the moment.

What we will do to achieve similar is utilize the ITSM to handle external user to create a case.
Manually, I will create a ServiceNow local account and put the client email in service now. Client can access to that particular website with the given local account login just to create the incident.

Difficulty/ issues need to be advised.

1. Creating a page

- By default, all the pages default will have the company page header and footer. How can i create a page without header and footer details?

2. ACL Restriction

-the particular local account can only access to the incident management system. Which means the user will not be accessible even with the URL of any functionality in the system. How can i set and control the URL? 

[Community Alums]

Hi @Yee Man Chun ,

Through the user table you can add external customers, where you can use the Company field to associated user accounts with companies. 

Once you have all your user accounts in place you can then move onto your portal setup. On your incident form you can use auto-population to set company into fields, or alternatively just don't have them on the form and make them capture on through the system when an incident is submitted. You can use dotwalking to autopopulate fields on the backend similar to how we capture Opened By, for company.

To show only Incidents for that company, you can simply setup the incident page to only show incidents that are for the company of the account logged in.

If you are managing multiple external companies, might be worth also adding an ACL that only allows read/write access to Incidents for a company an account is part off.

[Yee Man Chun]

1.To show only Incidents for that company, you can simply setup the incident page to only show incidents that are for the company of the account logged in. 

-to clariy above, how can i setup a new incident page without the company header footer informations? Coz the header and footer might content some company website/ internal informations where this should not be show to external clients.

2. Let assume the website is abc.service-now.con/externalincident. There might have a problem if the external client go and access abc.services-now.com. How can i control the ACL to only allow the client to access the incident page and showing deny or no functions during access abc.services-now.com ?