Categories under a Service Catalog in Native UI is not visible for all users

Sailesh6
Tera Contributor

‎11-17-2022 05:20 AM - edited ‎11-17-2022 05:24 AM

ITIL and end users are not able to see any categories and items under Service Catalog in Native UI. Admins are able to access this page. See the screenshot below.

 

Sailesh6_0-1668691057505.png

As Admins we can see there are 3 categories in that catalog.

Sailesh6_1-1668691144489.png

 

Note: this issue started after we upgraded to Tokyo.

 

Page link ends with /catalog_home.do?sysparm_view=catalog_default

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dansieders
Tera Expert

‎02-13-2023 08:59 PM

Sailesh6,

 

I just hit this exact issue in one of my instances. 

Did you manage to resolve this?

 

Regards

Daniel

 

 

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dansieders
Tera Expert

‎02-13-2023 09:20 PM - edited ‎02-13-2023 09:30 PM

Sailesh6,

 

This worked for me.  

Service catalog categories not visible from the classic view for ITIL users - Support and Troublesho...

(servicenow.com)

 

If you cant get to the KB.

  1. Go here(replace the instance_name with your instance name):   https://instance_name.service-now.com/nav_to.do?uri=sys_portal_page.do?sys_id=453809e40a04bfde001fb1...
  2. Remove "admin" from Read roles
  3. Save the record and retest

 

Edit: I had to also do the same for the 'catalog_Service_Catalog' portal page also.  https://instance_name.service-now.com/nav_to.do?uri=sys_portal_page.do?sys_id=22eabc491b068110be0463...

 

Regards

Dan

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