Catalog Items - User Criteria limits to manager but we still want IT Service Desk to see them.

[DanielleTonn]

The ITSD will get a call and they are not able to see forms that have limited user criteria like limiting to managers.  We have had to open up some of the forms to them to enable them to help customers even though we don't want them to submit the forms.  Is there a way to give the ITSD access to view all forms but not submit if they meet the user criteria?  Has anyone addressed this and if so, can you let us know how you did it. Details are always appreciated.  Or maybe there is a different way we should approach/view this.  

Thanks

Danielle Tonn

[Tanushree Maiti]

Hi @DanielleTonn 

Try this:

Option 1: 

• Open the specific Catalog Item from the Maintain Items menu.
• Scroll to the bottom and select the Available For related list.
• Click Edit.
• Create a new User Criteria record or search for an existing one that includes the itil role or your IT Service Desk group or related role.
• Add it to the list and save the form

Option 2: 

• Navigate to Service Catalog > Catalog Definition > User Criteria.
• Open the criteria currently applied to the catalog item.
• Check the Advanced box if it is not already checked.
• In the Roles field, add the Service desk related role.
• Save the record.

Option 3: Create Advanced User Criteria:

• Navigate to Service Catalog > Catalog Definitions > User Criteria and click New.
• Check the Advanced box.
• Give it a clear name (Like IT Service Desk Criteria).
• In the Script field

(function() {

 if (gs.getUser().isMemberOf('IT Service Desk'))

{

return true;

}

return false;

})();

[Ankur Bawiskar]

@DanielleTonn 

if those users have specific role via group membership then you can use onSubmit catalog client script and stop form submission

function onSubmit() {
    // Check if user is ITSD
    if (g_user.hasRole('itsd_role')) {
        g_form.addErrorMessage('ITSD users cannot submit this form. Only managers can submit.');
        return false; // Prevents submission
    }
    return true;
}

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