Service Catalog Item - Item view depending on roles

[glazo86]

Hello,

I have a Service Request to which all the population of my company had access to. 
We need to change this so that only a portion of the company is able to view, access and use it based on roles. 

For example:
People that should be able to view, access and use the item:
- Managers and Supervisors..

People that should not be able to view, access and use the item:
- Level 1 agents, SME's..

So we need to isolate or devied the access to the form based on roles. 
Is this possible?

Thank you so much in advance for your response. 

[Steven Coda]

I think, yes, this is possible. You can control who can see a catalog item using the Roles field on the item — just add the roles of the people who should be able to view it, like manager or supervisor. Anyone without those roles won’t even see the item in the catalog. You can also use Availability Conditions if you want to restrict it by department or other user fields. I haven’t had to do ACLs yet, but I heard they’re useful if you want extra security.

[AndersBGS]

Hi @glazo86 ,

Yes, for sure it is.... Either use a user criteria and configure according to requirement. If you are utilizing service offering in relation to the catalog item, you could also utilize subscribers and do the configuration here.

[nityabans27]

Hi @glazo86 ,

Yes, it is possible.

Method Where Best For

Available for / Not available for fields	Catalog Item form	Simple, role-based control
Category restriction	Catalog Category form	Group-level control over multiple items
UI Policy / Client Script	Catalog Item	Dynamic, condition-based visibility
ACL (Access Control)	sys_user / Catalog Item	Complex or custom logic, rarely needed for UI-level restriction

[ChallaR]

Hi @glazo86 , 

you can try this way -

Steps to Restrict Access Based on Roles:

1. Assign Roles to Users

Ensure that:

• Managers and Supervisors have a specific role (e.g., manager_role, supervisor_role).
• Level 1 agents and SMEs do not have these roles.

You can manage roles via:

• User record (sys_user)
• Group membership (sys_user_group)

2. Configure the Catalog Item Security

Go to:

• Service Catalog > Catalog Definitions > Maintain Items
• Open the specific Catalog Item you want to restrict.

Then:

🔹 Under the Available For tab:

• Remove Everyone or any general roles/groups.
• Add only the roles or groups that should have access (e.g., manager_role, supervisor_role).

🔹 Under the Not Available For tab (optional):

• You can explicitly add roles like level1_agent, sme_role to exclude them.

---

3. Test the Access

• Impersonate a user with the allowed role → they should see and access the item.
• Impersonate a user without the role → the item should be hidden from them.

Optional Enhancements:

• Use User Criteria for more flexible targeting (e.g., based on department, location, or custom attributes).
• Use Scripted Conditions if you need complex logic (e.g., based on multiple roles or attributes).

Please mark as complete and close the thread if this is helpful.

Thanks,

Rithika.ch