Public Portal Catalog Item Access – “You are either not authorized or record is not valid"

willcepress
Tera Contributor

3 weeks ago

I have a custom Service Portal experience built in App Engine Studio that is accessible to unauthenticated users. Most pages display fine, but one page contains a catalog item and shows the message:
You are either not authorized or record is not valid.

Here’s what I’ve tried so far:

  • Set the Catalog Item’s Available For user criteria to “Available to Public”

  • Granted public access to the portal page

  • Confirmed the portal itself is accessible without login

The behavior only occurs for this specific catalog item. All other public pages in the AES portal work as expected.

Has anyone run into this issue? Is there something specific that needs to be configured for a catalog item to be viewable and submittable by unauthenticated users in an AES portal?

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10 REPLIES 10

Hemanth M1
Giga Sage
Giga Sage

3 weeks ago

Hi @willcepress ,

 

1)double check , verify with User criteria Diagnostics

 

HemanthM1_0-1755093534007.png

2)Can you verify "Roles" field on the Catalog item as well.

 

 

Accept and hit Helpful if it helps.

Thank you,
Hemanth
Certified Technical Architect (CTA), ServiceNow MVP 2024, 2025
0 Helpfuls

willcepress
Tera Contributor
In response to Hemanth M1

3 weeks ago

Thanks for the reply! In this case, the portal is public and doesn’t require login, so there isn’t a specific user account to run through User Criteria Diagnostics. I’ve already set the catalog item’s “Available For” to a public-friendly user criteria and confirmed that all roles are included.

Is there a way to run diagnostics or validate access for unauthenticated users in an AES-built portal?

willcepress
Tera Contributor
In response to Hemanth M1

3 weeks ago

Thanks for the reply! In this case, the portal is public and doesn’t require login, so there isn’t a specific user account to run through User Criteria Diagnostics. I’ve already set the catalog item’s “Available For” to a public-friendly user criteria and confirmed that all roles are included.
Is there a way to run diagnostics or validate access for unauthenticated users in an AES-built portal?

willcepress
Tera Contributor
In response to Hemanth M1

3 weeks ago

Thanks for the reply! In this case, the portal is public and doesn't require login, so there isn't a specific user account to run through User Criteria Diagnostics. I've already set the catalog item's "Available For" to a public-friendly user criteria and confirmed that all roles are included.

Is there a way to run diagnostics or validate access for unauthenticated users in an AES-built portal?