User criteria (Not Available For) not working - catalog item still visible on portal

[JordyZ]

Hi,

I have a catalog item that I only want visible for one specific region: APAC (region is a custom field on the user table). I have a configured a user criteria (not available for) on the catalog item.

All regions selected except APAC.

However, the catalog item is still visible on the portal, even when the user's region isn't APAC.

Any tips on how to hide this catalog item from all regions except APAC? Any help is appreciated.

EDIT: I've flushed the cache, but no success.

[Steven Parker · Accepted solution]

Wouldn't it be easier to make the catalog item "Available For" 1 region versus "Not Available For" 6 different regions?

Making it Available For the APAC region would hide it from all others automatically.

[JordyZ]

Hi @Steven Parker , thanks for replying.

This knowledge article says not to configure both "Available For" and "Not Available For" at the same time, as it could be the cause of my issue. I've followed the advice, but the catalog item still isn't hidden for the other regions.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0812994

I've also tried configuring "Available For" like you said, but it also doesn't work unfortunately.

[Steven Parker]

Check my next reply below with the script.  We have to use a script when creating a user criteria for certain conditions in our environment as well.

[JordyZ]

Hi @Steven Parker , 

Actually I again tried the "Available For" with APAC only condition (no script). It works, but only when I impersonate a user with no roles. When I'm an admin or impersonate others with admin roles, the user criteria doesn't work. Why?