Catalog Item not visible for ITIL users

swapnil15
Tera Contributor

‎04-12-2024 06:38 AM

Hi all,

I am new to AI Search. I have created new search application and profile on case, catalog and KBA. It works well for the admin role but for ITIL role it doesnt.
Below is the catalog that I search on portal. It shows me the catalog and can open it as well via the admin role.

swapnil15_0-1712928956039.png

 

If I try to do the same via ITIL role. It shows me the catalog but when I click on it to open it says 'record not found'. I reckon there is some restrictions on this which I need to modify. Not sure where I can configure this.

 

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Anurag Tripathi
Mega Patron
Mega Patron

‎04-12-2024 06:40 AM

Hi,

Is there any user criteria on the Catalog item?

 

-Anurag
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swapnil15
Tera Contributor
In response to Anurag Tripathi

‎04-12-2024 07:01 AM

Hi @Anurag Tripathi ,

The catalog has a user criteria. Where a company is defined. That company has all the ITIL users. One of which I impersonated and tested. But it didnt work. Is there some configurational change I need to make on AI search side?

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Anurag Tripathi
Mega Patron
Mega Patron
In response to swapnil15

‎04-12-2024 07:04 AM

You can take a look at Indexed sourced and search profiles to make sure it is okay.

-Anurag
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