How to resolve User Criteria Issue for UK Users in ServiceNow Search Suggestions

[soundarya_123]

In ServiceNow, I set a user criteria for a catalog item to ensure it is not visible to users from the UK. However, the item still appears in the search suggestions on the portal but not available to raise a request. The item should not even suggest in the search suggested as this item is not available for the UK country users. This is happening with UK country alone and not for other restricted country users. How can I verify and resolve this issue? 

[Shivalika]

Hello @soundarya_123 

Have you impersonated any other UK user and seen if this is happening with all the UK Users ? 
I feel its because this was once searched that's why its coming. 

You can just clear cache an cookies for the users and this will be fixed. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[Ankur Bawiskar]

@soundarya_123 

the user criteria won't work while user searches there in portal. It only works when user navigates from the category etc

Check "No search" checkbox on your catalog item and then users cannot search on portal and portal won't give that item in search result.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Shivalika · Accepted solution]

@soundarya_123  This will make it unsearchable for all users. This will cause problems, because nobody uses navigation to get to their desired catalog item, people search the name and go - that's practical. If this is a new catalog item, there wouldn't be this issue, but if in middle this has been done, clearing cookies and cache will solve it.

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[Ankur Bawiskar]

@soundarya_123 

Can you help with what worked for you and what was the fix?

This helps other members as well in future.

The approach I shared worked as per your question asked.