Issue with Ordering a Hardware Item in Service Catalog

[terrieb]

Decision was made to move some Hardware items to only be available for staff with the itil role, so it no longer displays on the Service Catalog in the Employee Portal for all other employees.

We set it up with the following user criteria:

   Available for:  users with itil role only

   Not Available for:  snc external

While that gave us the results we wanted, it also blocked creating a request for an external staff person (got banner message that the item is unavailable for that person - see screen shot)

The only way we can order the item is to remove the "Available for" to create the Request - However, even though we left the "Not Available for" selection, it is not back to being displayed in the Service Catalog

Any solution??

[Pau Besalu]

Hello terrieb,

If you added an User Criteria in the "Available for", you can just Edit the "Not available for" and remove the SNC External. 

By default, if you don't have "Available for" specified, it is mandatory to have at least one user criteria in the "Not available for", but since you are using "Available for" itil users, you can just edit out the SNC External from "Not available for".

[terrieb]

No that did not fix the issue.

I have the catalog item to just have Available For - users with itil role and left blank the "Not Available for".  While that kept that item from showing in the catalog to order for non-itil users, it prevents anyone with the itil role to order the item for someone without an itil role.

Get message Item is unavailable for this user (see screen shots)

[Pau Besalu · Accepted solution]

I think I know what you mean.

You can't enter an external user or an user without the itil role in the "Requested for" field, right?

This is expected functionality of a variable type "Requested for".

If you need to enter users without the required permisions to request this item, you will need to remove the "Requested for" variable for the item and  create another variable with type "Reference" on the sys_user table and apply your desired filters.

[terrieb]

Thank you so much.  Our other staff developer built that catalog item and he used that as the type for the variable 

I switched it to Reference field and now it works perfectly as it should!

I also notified the other developer to not use that field type for future variables on catalog items.