Fix external user role assignments

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Fix External User Role Assignments

    In the Washingtondc release, you can manage external user role assignments to ensure that external users are not assigned internal roles, which can lead to access issues. The Customer Service Management guided setup provides tasks to evaluate and correct these assignments effectively.

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    Key Features

    • Guided Setup Usage: System administrators can navigate to Customer Service > Administration > Guided Setup to access the Fix External User Role Assignment tasks.
    • Evaluation Tasks: The guided setup includes tasks to review external users with various role assignments, focusing on those assigned the sncinternal role.
    • Role Assignment Review: Users can review and tag contacts with incorrect role assignments to ensure compliance with best practices.
    • Scheduled Job: After tagging users, you can run a scheduled job to correct the role assignments.
    • Prevent Future Issues: To avoid future internal role assignments to external users, you can enable the property glide.security.explicitroles.enableinternaluserblacklist.

    Key Outcomes

    By following the guided setup, you ensure that external users are assigned only appropriate roles, enhancing security and access management in your ServiceNow instance. This practice minimizes potential access issues and maintains compliance with internal role assignment policies.

    You may have external users (contacts or consumers) on your instance that have been assigned internal roles. If so, you can use the Customer Service Management guided setup to evaluate and correct these role assignments as needed.

    Because external users with internal roles can result in access issues, it is recommended that external users only be assigned external roles.

    Use the tasks in the Fix External User Role Assignment category guided setup category to evaluate the contacts and consumers with the following role assignments:
    • The snc_internal role only.
    • The snc_internal role and one or more external roles.
    • The snc_internal role and one or more additional internal roles.
    • The snc_internal role and one or more additional internal and external roles.
    Review the list of users in each group and tag those users with incorrect role assignments. Then run the scheduled job to fix the role assignments.
    Note:
    You can also review and update external user roles using a query-based list. For more information, see KB0829930.

    Using guided setup to fix external user role assignments

    With the system administrator role, you can use guided setup to fix external user role assignments.
    1. Navigate to Customer Service > Administration > Guided Setup.
    2. On the Getting Started page of the guided setup, click Get Started.
    3. In the Fix External User Role Assignment category, click Get Started.

      The Fix External User Role Assignment page opens with a list of tasks to evaluate groups of external users.

    4. To perform a task, click Configure.

      This button opens the page in your instance where the configuration is completed.

    Fix External User Role Assignment tasks

    The following table describes the different configuration tasks in the Fix External User Role Assignment category.
    Table 1. Fix External User Role Assignment tasks
    Task Description
    External users with possible non-intentional internal role assignment This is a set of contacts and consumers with the following role assignments:
    • The snc_internal role only.
    • The snc_internal role and one or more external roles.
    It is recommended that you do not assign internal roles to external users. Review the contacts in this list and fix the role assignment as needed.
    External users with possible intentional internal role assignments This is a set of contacts and consumers that have the following role assignments:
    • The snc_internal role and one or more additional internal roles.
    • The snc_internal role and one or more additional internal and external roles.
    It is recommended that you do not assign both internal and external roles to the same user. Review the users in this list and fix the role assignment as needed.
    External users with intentional internal role assignments This is a set of contacts and consumers that have the snc_internal role that is contained by another role.

    It is recommended that you do not assign internal roles to external users. Review the users in this list and fix the role assignments as needed.
    Avoid such role assignments in future To prevent external users from being assigned the snc_internal role in the future, enable the following property:

    glide.security.explicit_roles.enable_internal_user_blacklist

    Click Configure to navigate to the property and verify that the value is true. If false, set the value to true.