ITIL user not able to open Standard change Catalog.!!!!Please help very urgent!!!!

[salu]

Hello All,

Its a production issue.Can someone please help.

ITIL user not able to open standard change catalog.They can view all other changes.

I have checked the acl, module role, standard change catalog roole and didn't find any issue

Can some one please help!!!!

[salu]

Issue is in the UI page com.glideapp.servicecatalog_category_view

<?xml version="1.0" encoding="utf-8" ?>
<j:jelly trim="false" xmlns:j="jelly:core" xmlns:g="glide" xmlns:j2="null" xmlns:g2="null">
<g:requires name="scripts/js_includes_catalog.js" includes="true"/>
<g:requires name="styles/${new CatalogCssSelector().getVariableCss()}" includes="true"/>
<g:requires name="styles/${new CatalogCssSelector().getCatalogCss()}" includes="false"/>
<g:inline template="sc_sanitize.xml"/>
<g:inline template="sc_request_parent_message.xml"/>
<g:inline template="glide_weba_header.xml" />
<input type="HIDDEN" id="sysparm_no_checkout" value="$[sysparm_no_checkout]"/>
<g2:evaluate var="jvar_cart_item">
sc_cart = (GlideappCart.getCartForRhino()).getGlideRecord();
sc_cart_item = new GlideRecord('sc_cart_item');
sc_cart_item.addQuery('cart', sc_cart.sys_id);
sc_cart_item.query();
</g2:evaluate>

<g:evaluate jelly="true">
var cartContinueShopTargetKey = GlideappCatalogURLGenerator.getBrowsingContextTargetKey();
var cartContinueShopTargetValue = GlideappCatalogURLGenerator.getBrowsingContextTarget();
</g:evaluate>
<j2:if test="$[!(typeof cartContinueShopTargetValue == 'undefined' || cartContinueShopTargetValue == null || cartContinueShopTargetValue == '')]">
<input type="HIDDEN" id="${cartContinueShopTargetKey}" value="${cartContinueShopTargetValue}" />
</j2:if>
<g:evaluate jelly="true">
cartContinueShopKey = GlideappCatalogURLGenerator.getBrowsingContextCategorySysID();
cartContinueShopValue = GlideappCatalogURLGenerator.getContinueShoppingUrl(catalog, catalog_view);
</g:evaluate>
<j:if test="${!(typeof cartContinueShopValue == 'undefined' || cartContinueShopValue == null || cartContinueShopValue == '')}">
<input type="HIDDEN" id="${cartContinueShopKey}" value="${cartContinueShopValue}" />
</j:if>

<g:evaluate jelly="true">
var catalog = jelly.sysparm_catalog + "";
var catalog_view = jelly.sysparm_catalog_view + "";
var view = jelly.sysparm_view + "";
var category = jelly.sysparm_parent + "";
var category_obj = .get(category)
var category_img = category_obj.getHomepageImageSRC();
var category_title = category_obj.getTitle();
var category_description = category_obj.getDescription();
var category_authorized = gs.hasRole('catalog_admin') || category_obj.canView();

var re = /^[0-9A-Fa-f]{32}$/g;
if (JSUtil.nil(catalog.match(re)))
catalog = "";
if (JSUtil.nil(category.match(re)))
view = "";
var rev = /^[0-9A-Za-z_]+$/g;
if (JSUtil.nil(view.match(rev)))
view = "";
if (JSUtil.nil(catalog_view.match(rev)))
catalog_view = "";

if (!catalog ${AMP}${AMP} category != null ${AMP}${AMP} category != "") {
catalog = GlideappCategory.get(category).getCatalog();
jelly.sysparm_catalog = catalog;
}

if ((catalog_view == null || catalog_view == "") ${AMP}${AMP} catalog != null ${AMP}${AMP} catalog != "") {
catalog_view = SNC.Catalog.get(catalog).getDefaultView();
jelly.sysparm_catalog_view = catalog_view;
}

var temp_catalog_view = GlideappCatalogURLGenerator.getCatalogViewForHome(catalog, catalog_view, view);
var temp_catalog = GlideappCatalogURLGenerator.getCatalogForHome(catalog, catalog_view, view);
catalog_view = temp_catalog_view;
catalog = temp_catalog;
view = catalog_view;

</g:evaluate>

<j:if test="${new GlideappScriptHelper().isUI16Enabled()}">
<script>
catalogHistory.setHistory('$[HTML,JS:category_title]', catalogHistory.getPageUrl());
</script>
</j:if>

<input type="HIDDEN" id="sysparm_catalog" value="${sysparm_catalog}"/>
<input type="HIDDEN" id="sysparm_catalog_view" value="${sysparm_catalog_view}"/>
<j:set var="sysparm_catalog" value="${catalog}"/>
<j:set var="sysparm_catalog_view" value="${catalog_view}"/>
<j:set var="sysparm_view" value="${view}"/>
<j:set var="sysparm_parent" value="${category}"/>
<j2:set var="sysparm_catalog" value="${catalog}"/>
<j2:set var="sysparm_catalog_view" value="${catalog_view}"/>
<j2:set var="sysparm_view" value="${view}"/>
<j2:set var="sysparm_parent" value="${category}"/>

<j:set var="jvar_is_catalog" value="${true}"/>
<j:if test="${category_authorized == true}">
<j2:if test="$[sysparm_headless != 'true']">
<g2:evaluate var="show_mini_wish_list_cart" jelly="true">
var show_mini_wish_list_cart = new SNC.ServiceCatalogLayoutService().useSCLayout();
if (show_mini_wish_list_cart)
show_mini_wish_list_cart = new global.GlobalServiceCatalogUtil().isWishListEnabled(jelly.sysparm_catalog);
var reqParentID = jelly.RP.getParameterValue("sysparm_parent_sys_id")
if (JSUtil.notNil(reqParentID))
show_mini_wish_list_cart = false;
show_mini_wish_list_cart
</g2:evaluate>
<table border="0" cellpadding="0" width="100%" cellspacing="0" role="region" aria-label="${gs.getMessage('Category Header')}">
<g2:sc_header useAddButton="false"
search="$[sysparm_search]"
catalog="$[sysparm_catalog]"
view="$[sysparm_view]"
catalogView="$[sysparm_catalog_view]"
processingHint="$[sysparm_processing_hint]"
category="$[sysparm_parent]"
noCheckout="$[sysparm_no_checkout]"
isSearch="false"
isBrowse="true"
isItem="false"
useSearch="true"
ignore="false"
st="false"
currentRow="$[sysparm_current_row]"
baseForm="$[sysparm_base_form]"
showMiniWishlistcart="$[show_mini_wish_list_cart]"/>
</table>
</j2:if>

<div>
<j2:if test="$[gs.getProperty('com.glide.servicecatalog.view_includes_category_descriptions', true) == 'true']">
<div id="category_description" style="padding-top: 10px;">
<table role="presentation">
<tr>
<j2:if test="${category_img != ''}">
<td style="vertical-align: top; padding-left: 10px; padding-bottom: 10px;">
<img src="${category_img}" alt="$[HTML:category_title]" />
</td>
</j2:if>
<td style="padding-left: 10px; padding-bottom: 10px; padding-right: 10px;">
<h1 data-form-title = "$[HTML:category_title]">
$[HTML:category_title]
</h1>
<span>$[HTML:category_description]</span>
</td>
</tr>
</table>
</div>
</j2:if>

<table cellpadding="0" cellspacing="0" style="width: 100%; border-collapse: collapse;" role="presentation">
<tr>
<td style="width: 100%; vertical-align: top;">
<table cellpadding="0" cellspacing="0" style="border-collapse: collapse; width: 100%;" role="region" aria-label="${gs.getMessage('Category Items')}">
<g2:com.glideapp.servicecatalog_category hint="${JS:sysparm_processing_hint}" category="${sysparm_parent}" catalog="${sysparm_catalog}" catalogview="${sysparm_catalog_view}" />
</table>
</td>
<j2:if test="$[sysparm_cartless != 'true']">
<j2:if test="$[!SNC.CatalogCMS.isCMSSite()]">
<j2:if test="$[GlideappCart.getCartForRhino().isEmpty()]">
<j2:set var="jvar_cart_style" value="display:none" />
</j2:if>
</j2:if>
</j2:if>
<j2:if test="$[sysparm_cartless == 'true']">
<j2:set var="jvar_cart_style" value="display:none" />
</j2:if>
<j2:set var="jvar_use_cart_layouts" value="$[gs.getProperty('glide.sc.use_cart_layouts', 'false') == 'true']" />
<td style="vertical-align: top; border-collapse: collapse; $[jvar_cart_style];">
<table cellpadding="0" cellspacing="0" class="sc_cart_table" role="region" aria-labelledby="shopping_cart_title">
<j2:if test="$[!jvar_use_cart_layouts]">
<tr>
<td id="cart">
<script language="javascript">
var g_cart = null;
function scCartOnLoad() {
g_cart = new SCCart();
g_cart.addCartContent();
g_cart.getWithBackButton();
}
addLoadEvent(scCartOnLoad);
</script>
</td>
</tr>
</j2:if>
<j2:if test="$[jvar_use_cart_layouts]">
<tr>
<td id="cart_v2_cell">
<g2:catalog_cart_v2 />
</td>
</tr>
</j2:if>
</table>
</td>
</tr>
</table>
</div>
</j:if>
<j:if test="${category_authorized != true}">
${gs.getMessage('Not Authorized')}
</j:if>
<g:inline template="catalog_web_analytics.xml" />
</j:jelly>

could you help to check the condition?

[Alikutty A]

Did you try the step i mentioned above?

[salu]

yes its not working when I give catalg-admin role to the user,its working for them

[benjamin_alldri]

For anybody still experiencing this issue, it appears to be solved by following the process in this HI article: https://hi.service-now.com/kb_view.do?sysparm_article=KB0780978

Summarily, if the Standard Changes category in the Service Catalog is disabled, only admin users will be able to see it. Turning the category back to active immediately resolves this issue.

[maicol99]

Check if the user is in a group that have the roles 'snc_internal' and 'snc_external' at same time.