What are the capabilities of guest user?

[Shraddha12]

Hi All

I want to know what are the capabilities of the guest user?

Can a guest user view KA which is not public? Because in my search history I see various KA has been viewed by a guest user. This KA is not publc.

Please help, its an urgent issue.

Thanks

[Saurabh singh4]

Hi Sharrdha

The guest user account is used in inbound email rules. If the sender does not match an existing user, the instance impersonates the Guest user to complete any inbound email actions.

far as i know guest user cannot  view KA which is not public maybe they have some access to view the article.

Please mark my answer correct and helpful,If this helps you in any way

Saurabh.

[Gaurav Shirsat · Accepted solution]

Hi Shradhha

Guest user is used for all unauthenticated transaction in ServiceNow. A few Examples are

Processing of inbound email actions: When an email is received by ServiceNow, tool does not know if the user exists in user table and hence does not know about the authenticity of the transaction. The guest user then processes the script of the matching inbound action and if the "sent from" matches with any profile existing in sys_user table, system impersonates that user and as per his access, performs operation on target records. If user is not found, system processes script through session of guest user.

 Processing of SSO authentication: When a user send a SAML request and ServiceNow receives the response, the guest user actually logs in and finds the relevant IDP to be used for the authentication. Further, it also queries sys_user table to be used in the SSO scripts to check if the user who is trying to login through SSO actually exists in sys_user table. Guest user should always exists in global scope in domain separated instances as global scope entitle the user to access all data/processes

Second:- KA is not Public, so Guest can not see the KA..you have to enable the external or public user.perform the below things.

https://docs.servicenow.com/bundle/kingston-customer-service-management/page/product/customer-commun...

 also one more suggession

in Service Portal widget go to Knowledge Article Comments and uncheck public if you want to restrict the user.

Please Mark Correct and Helpful

Thanks and Regards

Gaurav Shirsat

[Apeksha Joshi]

Hi ,

here is a similar thread :

https://community.servicenow.com/community?id=community_question&sys_id=580d0769db9cdbc01dcaf3231f96...

hope this helps !

Regards,

Apeksha

[Shraddha12]

I checked the guest user profile, the 'internal integration user' checkbox is checked for this user.

will this impact the operation or any activity?