How to create a Technical catalog available only for ITIL users ?

[Alexis Binu]

We have only implemented Service Catalogs in our ServiceNow Implementation .

Now we need to have few catalog items used by ITIL users and not available to user through Service portal . But these item need to visible to users through Order guide .

Eg: New Laptop request can be seen in Order guide by users but not as an Individual Catalog  item from any category from Service portal. But ITIL users need to see  Laptop request catalog item in either Service portal or Technical portal.

What is the best way to go about this situation?

Is creating Technical Catalog a solution to achieve this?

[Ankur Bawiskar]

Hi Binu,

Can you have a look on user criteria which helps in restricting the access to catalogs

https://docs.servicenow.com/bundle/london-it-service-management/page/product/service-catalog-management/task/t_CreateAUserCriteriaRecord.html

Mark Correct if this solves your issue and also mark Helpful if you find my response worthy based on the impact.
Thanks
Ankur

[AbhishekGardade · Accepted solution]

Hello Alexis,

1.Go to catalog item (your Technical catalog), and open.

2. You can see below option under related list: Available For

3. Click on New under Available For and that will create USER CRITERIA as below: wher you can decide who can see it under Roles field and also you can define other criteria's if needed.

Please mark as Correct Answer/Helpful, if applicable.
Thanks!
Abhishek Gardade

[DirkRedeker]

Hi One thing, that I was facing, when I dealt the first time with user criteria, is the fact, that there are two options to restrict catalog items. A) through user criteria. This is the newer option to restrict items. User criteria related lists are called 'available for' and 'not available for'. They are just visible, if user criteria is activated (see below).. B) through 'Entitlements' This is the older option, and may be active in your instance. In this case, you can see 'available for user', 'available for group'.. Etc. as Related Lists on your catalog Items, and Not the 'available for'... Related List. Only one of both options can be activated in your instance. There is a system property to control, what is active.. See the following link to activate User Criteria https://docs.servicenow.com/bundle/london-servicenow-platform/page/build/service-portal/task/activate-user-crit.html Furthermore, you need to set each Catalog to not be visible for mobile view, to hide them for Service Portal. Also, when you do not assign a Category to the Items, they cannot be found by browsing, but by search. User Criteria AND Entitlement makes sure, Items are completely hidden from users. So it is like data access rights. Make sure, that meets your requirements. Let me know if that answered your question and mark my answer as correct and helpful, please. BR Dirk