Service Catalog Items Not Appearing in Users' Favorites Page

[G Phoenix]

We activated the new Favorites widget a few weeks ago.  Nearly everything has worked great except for one thing.  The only issue we have noticed is that any Catalog Items that are related to HR do not appear in a user's Favorites Page (the items do appear in the favorites table).  Since it seems to only occur with items that have been associated with HR, we've had the Admins check the ACL.  Unfortunately the Admins tell us the ACLs are good.

So I'm not sure how to proceed from here.  The users can see the items through the Service Catalog, so what would be preventing the users from seeing those items in their Favorite page?

[G Phoenix]

Hey Scott, replying directly to you in case you receive notifications.  Basically, this is a known issue that gets resolved with San Diego.

[Scott Jordheim]

Thanks! We took what they had to create a custom version for Rome. Waiting for San Diego wasn't feasable.

[G Phoenix · Accepted solution]

Updating this question with an answer I received from ServiceNow.  The TLDR is, this is a know problem and has been fixed in San DIego.

"I was able to dig a little further into this and verify that, when it comes to the Rome version of the platform, different security models are followed when searching for Catalog Items vs. viewing saved Favorites. The search functionality relies on User Criteria to validate user entitlement to a search result, where as the "Favorites" page/widget relies on ACLs to verify if a user should be able to see a record. Understandably, this is not how the platform should function. The expectation is that the same security model is applied to both methods.

After reviewing open bugs for the Rome release, I did find that our development team were made aware of this behavior and PRB1535440 was opened to address the problem. This has been fixed in the San Diego and users should not have any issues with viewing their saved favorites."