Adding 'Requested for' variable to Requested Item forms - Receive error

[Kirk4]

When I add a 'Requested for' variable to a form so that multiple 'requested for' users can be added to a single request (with separate RITMs for each requested for user), I receive the error below:

'Item is unavailable for this user'

I see this error only when I select a 'Requested for' user that doesn't have access to submit requests. However, we want to be able to submit requests for any active user, and not all users have privileges to submit all requests.

Has anyone else seen this issue? Were you able to find a fix?

Thanks in advance 🙂

[Deepak Shaerma]

Hi @Kirk4 
It sounds like you’re running into an issue related to how ServiceNow controls access to catalog items through user roles and catalog item entitlements. When you try to submit a request on behalf of another user (using the ‘Requested for’ field), ServiceNow checks whether the selected user has the necessary permissions to access and order the catalog item. If the user doesn’t have the required permissions or roles, ServiceNow will show the error “Item is unavailable for this user.”

In scenarios where it’s necessary to submit requests on behalf of users who may not have direct access to certain catalog items, consider the following approaches to resolve or work around the issue:

1. Review and Adjust User Roles or Catalog Item Entitlements

- Catalog Item Entitlements: Check the entitlement conditions on the catalog item to ensure they’re not overly restrictive. You might be able to adjust these conditions to not check for specific roles if the item is ordered on behalf of another user.

- User Roles: Ensure that either the item doesn’t require specific roles that the ‘Requested for’ user lacks, or consider adding a role to users that grants the minimum necessary permissions.

Note: Please Mark this Helpful and Accepted Solution. If this Helps you to understand. This will help both the community and me..
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Thanks & Regards 
Deepak Sharma 

[Kirk4 · Accepted solution]

Thank you for this info!

I dug through a lot of documentation on this, and finally found a solution:

https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/product/service-catalog-manage...

If you follow the link above, and search for 'Requested for', there is a reference to the 'Access Type' field on catalog items:

• You can submit the request for a user based on access to a catalog item. The Access Type field of the catalog item can be used to specify if a request can be submitted for a user who does not have access to the catalog item.

When I added the 'Access Type' field to the catalog item I was working on, and set this variable value to 'Delegated' from 'Restricted', it enabled the ability to submit the request on behalf of users who don't have the ability to submit that request themselves.

I hope you have a wonderful week!