Issues with Catalog item permission

[Zuri]

I created catalog item with limited permission available for specific groups. But the catalog item is searchable and available for all users. Zurich version instance.

[Zuri]

I do not want the other users who are not members of the specific groups to be able to search and find catalog item in the portal

[meghanakra]

In ServiceNow, restricting a catalog item using “Available for” does not automatically remove it from search results. To fully control visibility, user criteria should also be applied at the catalog and category levels. Additionally, the item can be excluded from search indexing if required. This ensures that only intended users can see and access the catalog item.

[Zuri]

So I need to add all users from those groups? 

[meghanakra]

fiirst, make sure your User Criteria is correctly set. Go to the catalog item in ServiceNow Service Catalog and check the “Available for” section. Add only those groups or users who should see the item. If this section is empty, the item becomes visible to everyone.

If needed, you can also use “Not available for” to explicitly block other users, but usually setting “Available for” properly is enough.

If the item is still showing in search, then enable the “No search” option on the catalog item. This will completely hide it from Service Portal search results.

[GlideFather]

Ahoy @Zuri,

what you describe - setting user criteria for specific audience shall result in being able to search for it while the not available for shall not find it.

Perhaps there are some other overlapping user criteria or another rules that make it psosible for users out of the group to search for it.

Very good way to investigate this is User Criteria Diagnostics, there are two and both are checking user criteria but one for service catalog and catalog items, the other for knowledge base and articles, be sure to select the proper one.

https://yourinstance.service-now.com/now/nav/ui/classic/params/target/uc_item_diagnostics.do

In this tool, you select a user and a catalog item and it will help you understand how the rules are evaluated and why they (don't) see it.

So easy quick debugging:

• select a user who is expected to see/search that item,
• select a user who is NOT expected to see/search that item,
  • compare the two outcomes,
  • review values in Available for and Not Availabel for
  • review the rules set per KB or article as.
    
    

I believe this oculd bring some clarity into the issue, let me know what you found