Catalog item is no longer available or is not available to you

[jonathangilbert]

Hi All,

I remember in previous versions if a Catalog item was not available to a user based on Roles or User criteria, the page used to advised the user something along the lines of " This catalog item is no longer available or is not available to you, please speak to an administrator".

I see now that a user can still search for a restricted item, but when the page loads, it doesn't advise the user anymore, so gives the user a poor experience, as they may think that ServiceNow has broken, when in fact it hasn't. Has anyone else seen this issue and got around it? 

[Community Alums]

Hi @jonathangilbert ,

Navigate to service catalog > properties > under "Security", check if the User Criteria is enabled 

Property name : glide.sc.use_user_criteria

When this property is enabled, any user criteria defined for the service catalog will be taken into consideration over the defined ACLs.

Service catalog has a related list for user criteria "Available for" and "Not Available for": If there is defined user criteria and the user criteria for the service catalog is enabled, it overlooks all the ACLs and follows the defined user Criteria.

So,

• Navigate to sc_cat_item.LIST
• Open the service catalog item that has the issue, that is the catalog item which the user is unable to view
• Scroll to the bottom of the record, and notice that there is "Available for" and "not available for" related list
• Adjust the defined user criteria to result in the expected access grant 

[jonathangilbert]

Hi Sandeep, thanks for the quick response. So yes, the user criteria are already in either the "available for" or "not available for".

[Community Alums]

then, it must show the error.

[jonathangilbert]

Hi Sandeep, it seems to be an issue with our custom widget that doesn't like UTAH, as the OOB widget works fine, thank you for you input/help anyway