How to know what's causing a catalog item to be hidden for a user?

[Nisar2]

For the following diagnostics:

We know that user criteria isn't playing a role here as the icon is missing under "User Match"

Then what else is making it hidden on the portal? I also verified that "Hide on portal" checkbox is unchecked/false for that catalog item.

The only other thing I can see is the entitlement script which says:

But the selected user already has a "snc_external" role.

So what's making the diagnostics say that the catalog item is in a "Cannot view" state.

[manjusha_]

@Nisar2 

Are u checking catalog item from portal ,check if category is added in your catalog item or not

Thanks,

Manjusha

[Nisar2]

Yes category is added to the item.

[manjusha_]

@Nisar2 are u able to see the catalog item under the category from ServiceNow navigation

[Nisar2]

If you mean the platform UI, then yep, it's present there as well and is active.