guest User Access – Public Catalog Item Still Shows “You are either not authorized or record

[RohitPapann]

Hi Team,

Thanks for the clarification. I was able to make the variables editable for the Guest user by setting the Public permissions (create, read, write) — so now I can fill in the details on the form.

However, I’m still facing an issue during submission. When I try to submit the record, I get the following error message:

“Something went wrong and your request could not be submitted. Please contact your system administrator.”

So right now:

• Issue 1: Initially the variables were read-only, but I managed to make them editable.

• Issue 2 (current blocker): The form allows input, but it fails to submit the request.

From my understanding, this might be happening because the Guest user doesn’t have insert/create access on the backend tables like sc_cart, sc_request, or the custom lead table.

Could you please suggest the right way to overcome this issue so that Guest users can successfully submit the form?

Best Regards,
Rohit

[GlideFather]

Hi @RohitPapann,

is it something new or duplicate to this?
https://www.servicenow.com/community/csm-forum/guest-user-access-public-catalog-item-still-shows-you... 

If it's the same issue, I suggest to keep it simple and consistent rather than shattered into pieces... if no replies helped in the first thread, please mention it in there and perhaps some of the replies can inspire somebody else who will help you in the end, if you open new and new questions with the same it will lose the Community focus

[RohitPapann]

Hi @GlideFather ,

Thanks for pointing that out. Yes, it’s still the same issue I’m facing. I’ve gone through the suggestions in the earlier thread (checked record producer availability, user criteria, ACLs, guest permissions, etc.), but even after trying those steps the problem persists.

Could you please help me understand in detail what might be going wrong when the guest user submits the form? For example, is it more likely related to ACLs, the Record Producer setup, or the Service Portal page/public flag? Any deeper explanation or troubleshooting direction would be really helpful.

Thanks in advance for your guidance!

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[GlideFather]

@RohitPapann it seems to me that there might be some onSubmit catalog client scripts, try to submit it with different values, most likely the phone number, try with "+351" + 9 digits, or "00" + 9 digits, for example... there might be a regex on it...

Quick debug in PDI - disable all catalog client scripts for the particular item, try to submit:

• if it works, then it's one of them
• If not, must be something else

Try to submit with different users - itil, admin,...