Multiple User Criteria - Calculated as OR or AND?

[tylerjones]

Hey everyone,

We created a record producer a while back and set it up so only certain customers could see it. After some time it was asked that our central support team be able to use this record producer as well so we added another User Criteria for our employees. It has been brought to our attention that our customers can no longer see the item in our service portal but our employees can.

My question is for Catalog Items / Record Producers, when multiple user criteria's are aligned in the "Available For" related list, are they calculated using an "AND" or "OR" statement.

"P10 - ColoCustomers"-- When only this item is added our customers can see the Record Producer, but our employees cannot. This UC checks our contracts table to determine if the company has our Colocation service.

"P10 - Employees" - When only this item is added our employees can see the Record Producer, but customers cannot. This UC checks the users company to see if the user is an employee.

When both User Criteria's are added only our Employees can see it.

[randrews]

in my experience that depends on if you are using a not available for or an available for user criteria... not available for uses an and.. available for should use an or...

so if you set available for group a and b.. both should see it...

if you set not available for everyone but group a... and a not available for everyone but group b.. .no one can see it.

sorry just saw the screen shot.. that is interesting.. you are using available for.. i would open a hi ticket... this is not the desired/expected behavior.. what version of snow are y ou on?

[tylerjones]

Hey Raymond, sorry for the delayed response not his. I opened a HI ticket earlier this week, still waiting a response. We're on Istanbul patch 6 currently.

I'll update this post once I have more information.

[jcarpentier]

Did you hear anything back on this? We're also on Istanbul too and when have users in two user criteria groups it's hiding things in the Service Portal not even related to the Service Catalog or Knowledge Base. I have a HI ticket open as well.

[tylerjones]

jcarpentier & randrews - Just heard back on the HI ticket, they are still digging into this so it's looking like a bug.
Can you both confirm what patch your instances are on? We're on Istabul Patch 6 - glide-istanbul-09-23-2016__patch6-05-02-2017

Thanks!