Catalog Item not accessible to end user in the portal

[Damo Dharan]

Hi All,

        when end user type a catalog item in the service portal ,its displaying the item in the search result but when they clicked the item ,its displaying the error saying that 'You are either not authorized or record is not valid.'It's happening after relating catalog item to service offering and if we remove service offering then catalog item accessible to end user.

Note :

We don't have any user criteria on the catalog item and it should be available to all the end user. Also we created some read ACL on the service offering table with no roles but that is not resolving the issue.

[Periyasamy P · Accepted solution]

This is expected behavior. Please refer this article which will help you resolve your issue.

• When a catalog item is not associated with any offering, the default behavior is to show the catalog item to everyone. As soon as a catalog item is attached to an offering, the default behavior is to hide it from everyone unless that catalog item is explicitly made available for the user via 5 subscription tables on the SPM side or it has made available to the user via User Criteria or entitlement on the Service Catalog side.
• Service Catalog and the SPM team are aware of this functionality/design. They would consider this and make a decision on this one.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0965118

[Damo Dharan]

Hi Periyasamy,

                     Thanks for sharing the article.one thing if you don't add any user criteria to catalog item which means it should be available to all the end user,So we can not add any configuration from catalog side,also could you please share the details of 5 subscription tables on the SPM?.Just wanted to see anything we can do it from SPM side.

[Periyasamy P]

Here is 5 tables. You can find them in service offering related list