Resolve vendor contact access issues on the Vendor Management portal

Occasionally, you may have trouble accessing pages, search sources, and widgets if:

• You have the the vendor_contact role
• Service Portal User Criteria Support plugin is enabled
• Explicit Roles plugins are enabled

Symptoms can be the following but not limited to:

• Pages or the home page returns a 404 error message
• Widgets associated with the respective pages do not load

London and newer.

The vendor_contact entitlement role contains snc_external role.

A vendor_contact role is considered an external user.

By design and to maintain platform security, snc_external roles have restricted access to some components by default.

The Service Portal User Criteria Support [com.glide.service-portal.user-criteria] plugin provides the following component-level granularity where user criteria records are needed as per business requirements:

• Page specific: underlying widgets need to be configured similarly
• Widget specific: this will be then accessible on all pages that contain this widget
• Search source-specific: portal specific
• Widget-instance specific: this will be specific to the portal page and the respective widget; it won't work for any other page that uses the same widget

Creating and mapping user criteria that explicitly grants access to snc_external or vendor_contact role enables access to the respective components.

To solve this, you need to create the necessary user criteria records and map them to the respective components, such as pages, widgets, widget instances, or search sources.

If you do not want to use user criteria after activating the Service Portal User Criteria Support plugin, you can control access at the role level instead using these steps:

1. Go to Service Portal > Properties.
2. Look for the property Enable use of User Criteria records instead of Roles fields for Service Portal entitlements [glide.service_portal.user_criteria_enabled].
3. Uncheck the checkbox Yes | No. This system property defines permissions for Service Portal widgets, widget instances, search sources, and pages.

• User Criteria for Service Portal (Madrid)
• Explicit Roles (Madrid)