Quick Tips: Editing the Customer Service Terms and Privacy Statements on the CSM Login Page

So this #quicktip stems from a question a co-worker brought to me a few days ago. ServiceNow’s Customer Service Management (CSM) application comes with a neat feature that allows users to self-register. This is a fantastic feature that allows your public users to access your Service Portal for requests and what-have-you. (My favorite use case: citizen services and request fulfillment for state and local governments. But I’m biased.)

If you’ve ever worked on a CSM project, particularly the Consumer Service Portal (/csp), you’ve seen the out-of-box (OOB) registration screen:

And of course, your organization would like to configure the privacy policy and customer service terms, accessible to users from these links right here:

But these links don’t go to a portal page with a nice widget you can edit. They go to some mystery page with a weird URL:

yourinstance.service-now.com/sn_customerservice_registration_terms_doc.do

for the “Customer Service Terms and Conditions,” and

yourinstance.service-now.com/sn_customerservice_registration_privacy_policy_doc.do

for the “Privacy Policy.”

On top of the weird URL, the pages do not show the header, footer, or anything else you typically see in this portal, breaking stride with the rest of the CSM experience. For the life of me, I couldn’t figure out where these records were so we could change them to fit our client’s needs.

Apparently, this type of URL indicates the use of a UI page. From what I’ve gathered, they are not used near as heavily since Service Portal really took stride. But they’re still there, confounding people like me.

The Solution

To change these links, take the following steps:

1. Go to the platform view and type “UI Pages” into the Application Navigator, then navigate to System UI > UI Pages.

2. In the UI Pages search box for the list of records that loads, search for your UI page by name.

   1. Typing “*privacy” will bring up the UI Page for the privacy notice, named registration_privacy_policy_doc.

   2. Typing “*term” will bring up the UI Page for the Customer Service Terms and Conditions, named registration_terms_doc.

   3. If the shortened search doesn’t bring up the pages you’re looking for, try searching in the name field by the exact name.

3. Open either of the records you selected above.

4. Edit the HTML field with your content. Be careful to keep your page content within the <div></div> as shown below. Because jelly is scary.

And that’s it. Your Terms and Privacy pages still won’t have the header and footer from the regular CSM portal experience, but it will contain your organization’s information without having to clone or edit that login widget.

Alternatively…

If you are ok with cloning that login widget, another option would be to change the code in said widget to direct those links to the custom CSM page of your choice. Make a public portal page with a widget to contain your policy information, and style as desired. At least this way, you’ll have the CSM portal header and footer there so the text doesn’t look so lonely. Just a thought. :)

What weirdo things have you found in Service Portal? I’d love to know! Please contact me if you have any questions or subjects you’d like to see me address.