Users unable to see categories in service portal

Rajnee Bhujel · ‎12-12-2022

Users unable to see categories in service portal even while the user criteria is satisfying.

Admins can see it and create requests but other users cannot. is there any specific role needed for a generic user to able able to create a request?

Community Alums · ‎12-13-2022

Hi @Rajnee Bhujel ,

1.Go to Catalog Definitions>Maintain Categories.
2.Choose any category name which is not seeing by the other user.
3.Search for that on Title search.
4.Open the record.
5.Go to Related Links and choose Available.
6.It will show you some record.
7.Open those record .On script it will show you one condition i.e
your email id should be like ('pallavi.nath@servicenow.com').

If the user has the same kind of email id as above mentioned and the other user has not.
The Script prevents the other user to see all those other categories.

View solution in original post

RaghavSh · ‎12-12-2022

@Rajnee Bhujel users should satisfy both user criterias on category and catalog item.

Is your user satisfying it?

Raghav
MVP 2023
LinkedIn

Rajnee Bhujel · ‎12-12-2022

Yes, user criteria is for all users with country code netherlands and active. Both are satisfying.

RaghavSh · ‎12-12-2022

can you share the user criteria? also there could be some other criteria like available for department or company.

If possible share the portal page screenshot as well.

Also check for any custom ACL, which might be restricting access in sc_cat_item table.

Raghav
MVP 2023
LinkedIn

Rajnee Bhujel · ‎12-12-2022