What are the capabilities of guest user?

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Shraddha12
Kilo Contributor

‎04-01-2020 04:45 AM

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

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Gaurav Shirsat
Mega Sage

‎04-01-2020 04:53 AM

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

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Gaurav Shirsat
Mega Sage
In response to Shraddha12

‎04-01-2020 08:34 AM

Hi Shraddha

In General Check Point section:-"You should include a dedicated integration user (not "admin") that external systems will use to integrate with the ServiceNow instance during authentication".

then the question will arise What is the purpose of integration users?

Most Prominent answer would be from my side is:-

1)It Allows internal integration communications to bypass the WSS authentication requirement by marking their user accounts as internal integration users.

2)The application doesn't contain user or group users because the user and group user do not have an application file (metadata).

3)The purpose of the integration user is to have a user with specific and limited privileges restricted to those privileges required to take the appropriate actions within ServiceNow. Having an integration user will also help you differentiate which records are actually caused as a result of the integration and in the long run, it will help you to set conditions of when to run scripts such as business rules.

Now if you want," How you could include this user in an application?"

please complete the assignment provided by ServiceNow Docs

https://docs.servicenow.com/bundle/orlando-application-development/page/integrate/inbound-soap/task/...

Please Mark Correct and Helpful

Thanks and Regards

Gaurav Shirsat

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