Restrict the viewing of a category in the CSM portal to specific groups only

[MariaVitorS]

Hi guys, what's up?
I'd like to know how I can restrict the viewing of a category in the CSM portal to specific groups only.
Could someone help me with that, please?

[Ankur Bawiskar · Accepted solution]

@MariaVitorS 

you can add User Criteria to that category and then add that in Available For. give the group to which it need to be seen

1) click New in related list of Available For

2) Fill the name and add Group

3) it gets linked in Available For related list

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@ericmoya 

share which configuration you updated

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Gaurav Rathaur]

Hi @MariaVitorS ,

To restrict the viewing of a category in the Customer Service Management (CSM) portal in ServiceNow to specific user groups, you can use user criteria in conjunction with portal settings. Here's a step-by-step approach:

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🔒 Method: Use User Criteria to Restrict Categories in CSM Portal

Step 1: Create User Criteria

1. Navigate to User Criteria (sys_user_criteria.list).

2. Click New.

3. Provide a Name.

4. In the Users or Groups related lists, specify the groups or users who should see the category.

5. Save the record.

Step 2: Apply User Criteria to the Category

The CSM portal often uses topic categories or catalog categories. Based on what you’re trying to restrict:

• If it’s a knowledge base category or topic, go to:

  • Knowledge > Administration > Topic Categories (or similar)

  • Open the category you want to restrict

  • Scroll to the User Criteria related list (or Visibility settings)

  • Add the User Criteria created earlier.

• If it’s a Service Catalog category:

  1. Navigate to Service Catalog > Catalog Definitions > Categories.

  2. Open the category you want to restrict.

  3. In the Available For and Not Available For fields, add the User Criteria.

If my response helped please mark it correct and close the thread so that it benefits future readers.