Multiple User Criteria - Calculated as OR or AND?

tylerjones
Tera Contributor

‎08-30-2017 08:35 AM

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.

Screen Shot 2017-08-30 at 11.36.36 AM.png

"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.

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tylerjones
Tera Contributor
In response to randrews

‎10-17-2017 10:57 AM

I'm definitely pushing back on this to your point. Since Jamie is having this issue as well I'm leaning on this being a bug in the Istanbul - we just upgraded to patch 9 and are still experiencing the issue.


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Dave Smith1
ServiceNow Employee
ServiceNow Employee
In response to randrews

‎10-17-2017 11:20 AM 

Raymond Andrews wrote:


you may want to point them at their own wiki...


http://wiki.servicenow.com/index.php?title=User_Criteria#gsc.tab=0

.. and watch them respond that the wiki is intended for Fuji and earlier.



Nonetheless, the docs for Istanbul confirm that the behaviour hasn't changed:



https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/product/service-catalog-managem...



where the wording is identical:


You can apply several user criteria records to a single catalog item or category. In this situation, users match only one of these criteria records to have access.

Deffo sounds like a bug to me.


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