Provide external users access to few Servicenow modules

[ashwini_p]

We want to provide external users access to certain modules within the platform, upon self registration. Also should be able to raise a request to access a specific KB article once the RITM is approved, only that specific user should be able to access the KB article.

Kindly let us know how this can be achieved and do we need to install any plugin and do we have to purchase some license?

[Allen Andreas]

Hi,

Ultimately, you'd want to pass any new access (to your instance) ideas by your SN account rep for the best and most up-to-date information.

BUT...let's say you got the green light for this...without the CSM application purchased, you'd have to really tweak some stuff if you only want them to view certain things, because initially they'd be non-role users. Well...so is everyone else in your instance (that isn't ITIL). So they'd see the exact same stuff as everyone else. Without getting in to the difficult way of limiting vision of modules by role, it's easier to give permission to modules by role...so you'd have to most likely give everyone else that was already non-role, everyday users, a new role, no permissions with it, but just a role name. Then go through and add that to every application that currently they could see.

THEN...you'd have to create another role solely for these new external people, which would be auto assigned during their self-registration.

That would then limit their vision to 'x' application and/or module.

They submit the RITM, and if approved, on the specific article, you can add them to the "can read" field.

So within those application/modules you'd do:

Just an example of where to list the roles for the application/module, under the visibility tab:

Then within the article, once approved, you'd add them here:

So something like that. A bit tedious, but once it's set up, it'll flow normally. Just remember that for any new user that is a regular normal company user, that they get the new role you made for them automatically, perhaps through LDAP sync? Or however you're populating your users.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[ashwini_p]

Thanks for the information Allen

Our client is more interested in service portal access. Like they want to Kb articles through service portal.

Kindly can anyone creating two different portals(one for internal users and other for external users) is recommended or using single portal for both type of users ?

[ashh908]

Hi Ashwini,

create role custom_knowledge

give user a this role

create knowledge category "custom cat" to which only those articles will be part which will have the on demand functionality

2 ways of doing the requirement:

First method:

1. create custom widget which will only show custom cat (can be done by changing the OOB knowledge category widget) and assign role "custom_knowledge" to it
2. When ritm is approved then add role "custom_knowledge" to the user

Note: this way all articles in custom cat will be exposed to users who ever will have access to the custom cat

Second Method:

1. create header menu "custom header menu" link such a way that it will show array or records/knowledge articles like we have OOB for "Request" Menu.
"https://dev30397.service-now.com/sp?id=kb_article&sys_id=dynamic"
2. Once the ritm is approved the knowledge number vs user id information will be stored in the custom table from where we will parse the sys id of the knowledge article to the "custom header menu"

Note: This way only respective articles will be visible for which a user is entitled/request raised

Please mark answer helpful or correct, if applicable!