ambiguity between Available for and not available for criteria in a catalog item

[Mahesh Kumar2]

Hi All,

We have a two user criteria in which one is country based and another one is role based. To explain the scenario in detail, we have applied a country based user criteria under not available for to a catalog item as it should not be visible to them. Where as we have service desk manager role based user criteria created and added under available for the same above catalog as all managers should able to that. But here, as per my basic testing in dev, not available country based user criteria is overriding the available for role based criteria and then catalog item is not visible for the manager role employees. How to over come this situation? any help?

[Vishnu Prasad K]

Hi Mahesh,

The Not Available For settings override Available For settings. A user on the Not Available For list for an item cannot access that item, even if that user is also on the Available For list for that item. This is how it is designed. So you have to modify you user criteria.

Refer the below link

https://docs.servicenow.com/en-US/bundle/sandiego-servicenow-platform/page/product/service-catalog-management/task/t_AppUserCritItemsCat.html

[Kalyani Jangam1 · Accepted solution]

Hi Mahesh,

Please use script as per your requirement in available for or not available for rather than use roles or group so it not having chance to override values

If you need any help in script logic then also let us know