Outside User Access to ServiceNow

[tahnalos]

Hello

A request has come in to have outsiders access our ServiceNow instance without not necessarily having an account with us.

My client subcontracts their incident work to any number of contractors to do their work.   Because these contractors are constantly changing, they want a way to have the contractor users access ServiceNow without having a login and password.   Because the contractor information will be saved directly on the ticket (including phone number), they want the option to have the contractor log in directly using their phone number and only see the tickets that have their phone number in the contractor phone number field.

I understand the security risks in this, however there is portal software in use that would prevent anyone else from accessing our ServiceNow instance.   They want to be able to access their tickets through their mobile directly without having to call in to our call centre to get information on their tickets.   They will also identify when they have started work on the ticket and when the incident is now resolved.

Ideas?

[Steven G_]

Hi Tahnalos,

I would suggest a generic account to be made per vendor and assign all records to the generic account, not sure you can get arround authentication. This is the only way someone can work the record through the lifecycle. If you do not need someone to take it through the life cycle, you can always schedule a report to be emailed to everyone needed and then they can see basic ticket information and complete tasks this wasy. hope this helps.

[tahnalos]

This was already suggested and dismissed, on account that any contracting company has around 20 employees who work on the system on any given time.   They are given a login to access the portal, but they also want records of this employee working on this ticket.   A generic account will not help that.   We have at least 10 contracting companies, each with 10-20 workers each.

[SanjivMeher]

You may try creating a public UI page in ServiceNow, which should ask the user their mobile number.

Once they enter that, it should give them another custom UI page with ticket number and details of the task.