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

This is HR criteria? I think your users does not have hr basic roles. Try giving those role and then try.

role: sn_hr_basic

Raghav
MVP 2023

Pavankumar_1 · ‎12-12-2022

Hi @Rajnee Bhujel ,

Have you added catalog_admin, snc_internal these roles to the users?

If it helps please click Accept as Solution/hit the Thumb Icon.
ServiceNow Community MVP 2024.
Thanks,
Pavankumar

Rajnee Bhujel · ‎12-12-2022

Hi Pavan,

I haven't. is it necessary that he/ she should have this?

Rajnee Bhujel · ‎12-12-2022

To be clear, snc_internal yes but nothing with catalog.

Pavankumar_1 · ‎12-12-2022

Hi @Rajnee Bhujel ,

There could be ACL issue or user criteria which restricting the access.

Check sc_category page check the Can View and Cannot View user criteria.

If it helps please click Accept as Solution/hit the Thumb Icon.
ServiceNow Community MVP 2024.
Thanks,
Pavankumar