How to restrict for external user to see user menu

[LeBron]

Hi everyone,

I would like to restrict for external user to see user menu on classic screen

If external users move to classic screen, they can operating their profile, preference and keyboard shortcut.

However, we do not want them to operate their user menu.

Is there any way to restrict for external user to operate their user menu?

Thank you

[Robbie]

Hi @LeBron,

Can you please define your meaning of 'external user' please? Are they truly external to your organisation similar to a customer or partner for example as used in CSM - Customer Service Management?

By default, for security and licensing, only users with certain roles have access to see the back-end 'classic' view. as you put it.

Which modules /data are you wanting to epose to external users? Cases (CSM) or are you referring to Incidents etc?

Please expand.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie

[LeBron]

Hi Robbie,

Thank you for confirming me. 

As you said, external users mean customers in CSM.

I want customers to access to only CSM portal, however if they clicked now/nav/ui/home, they could redirect to classic view. 

Once they redirect to classic view, they can operate their user menu on classic view, so I want to restrict their user menu after they redirect classic.

Thanks

[Robbie]

Hi @LeBron,

So it sounds as if your instance has had a few configuration changes compared to an Out Of Box (Vanilla) instance.

As standard, as you know, customers are provisioned with the role 'sn_customerservice.customer' which inherit the roles 'sn_esm_user' and 'snc_external'.

These roles ensure that the back-end or classic view is very limited, but a user should be able to access their profile/user menu as demonstrated below with my PDI and a user who has the 'sn_customerservice.customer' role.

Typically, when I've implemented CSM previously, I've actually restricted an external user to only be able to access the csm portal. If a user tries to access any other url, they're redirected back to the portal home. Is that what has been configured in your instance?

Has your CSM home page been configured to align with company UX and therefore does use the standard portal header section ("Portal Polaris Header")?

If so, you can leverage a ServiceNow widget called "User Profile Widget" that could allow a user to view their profile from the Portal.

What are you trying to achieve? What are the current restrictions on your instance? What happens when a user navigates to now/nav/ui/home?

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie

Demo screen shots showing the standard OOB view as a CSM external customer and a the User Profile Widget.

[LeBron]

Hi @Robbie ,

A user with the 'sn_customerservice.customer' role, which inherits the 'sn_esm_user' and 'snc_external' roles, can be redirected from the portal view to the classic view when they click now/nav/ui/home They can redirect from the portal view to the classic view.

And then, they can then click 'Preferences' and turn off notifications.

What I am trying to accomplish is to prevent clients from clicking on 'Preferences' or changing their notification setting.

Hopefully, you will understand it. 

Thank you