ServiceNow Portal – Customers Create and Manage Cases by Account

NunoOSilva — Sat, 27 Dec 2025 19:55:24 GMT

Hi everyone,

I’m working on a ServiceNow portal where customers should be able to create, view, and work on their own Cases, limited to their Account.

I’m looking for guidance on:

The recommended approach to build this portal (Service Portal vs Experience / UI Builder).

How to ensure users only see and access Cases related to their Account.

Best practices to enforce this with proper security (ACLs).

How to control which Case fields are visible or editable in the portal.

Any advice or best practices would be appreciated.

Re: ServiceNow Portal – Customers Create and Manage Cases by Account

Matthew_13 — Sat, 27 Dec 2025 20:24:15 GMT

Hi -

For this I’d build it like a normal CSM customer portal use case:

UI choice: If you’re starting new, go Experience / UI Builder. Use Service Portal only if you already have it or need a quick extension.
Who can see what: Base visibility on Account/Contact. Most B2B portals use Cases where Case.Account = users Account or stricter: Case.Contact = user.
Security don’t rely on portal filters: Enforce this with record ACLs on the Case table. Portal/UI filters are just UX ACLs are the real boundary.
Field visibility/editing: Use field-level ACLs to hide internal fields work notes, assignment and only allow customers to edit the fields you approve.

Basically: Lock it down with ACLs first, then build the portal UI on top of that.

@NunoOSilva - Please mark as Accepted Solution and Thumbs Up if you found Helpfull!!