Customer hardware models not displaying in the Service Portal.

[Kris Jensen]

Hello!  We have a strange issue occurring.  We have a customer that is wanting to order hardware from the service catalog.  When the user doing the ordering as a licence, they see the hardware models.  But if the user doing the ordering does not have a licence and has to use the Service Portal, they will not see the model.

It was suggested we install the Customer Service Base Entities plugin (com.snc.cs_base) and set the csm_cmdb_model.customer_visible_flag system property to "true" and then setting the customer visible flag on the model to "true".  This did nothing.

ServiceNow then asked us to enable the sn_csm_user role on the customer user with no licence.  But this actually acts like a licence, but does not allow the user access to the service catalog, just a dashboard screen.

All we need is to have the hardware models displaying on the service portal.  Why is this so hard?

[Kris Jensen · Accepted solution]

Found a fix.  I had to use the Product Model base table.  On the catalog Item variable, I made it a reference field against the Product Model table, set the reference qualifier to "Advanced" and use the following script -

javascript: 'status=In Production^u_company=' + current.variables.company+'^sys_class_name=cmdb_hardware_product_model^ORsys_class_name=cmdb_consumable_product_model';