Hide Catalog Item from end users but allow the Service Desk to use the Catalog Item to raise requests on behalf of end users

[Ross Garvie1]

Hi All,

We have a Catalog Item that we would like to hide from end users.  We would still like the Service Desk to be able to use this Catalog Item to raise requests on behalf of end users.  We have added User Criteria to the Catalog Item to the Available For tab so it is only visible by users with the ITIL role.  When a Service Desk agent populates the Requested For field (variable type is "Requested For") on the catalog item they are now unable to select a user that does not have the ITIL role, getting the error "Item is unavailable for this user":

Is there a way I can hide this Catalog Item for end users but still allow end users names to be entered in the Requested For field?

Thanks!

[Yousaf]

Hi Ross,

try this 

Go to the Catalog item table: sc_cat_item.

Locate the catalog item you want to act on.

Find the tab "Not Available For"

Click Edit

Add condition: select field Roles and condition "IS EMPTY" from dropdown.

Mark Correct or Helpful if it helps.

Thanks, 
Yousaf

[Yousaf]

https://docs.servicenow.com/bundle/sandiego-servicenow-platform/page/product/service-catalog-managem...

[Ross Garvie1 · Accepted solution]

Thanks for replying Yousaf.  I appreciate it.  I found the solution.  I had to add the "Access Type" field to our Catalog Item form and change the type from "Restricted" to "Delegated".  This hides the form from anyone who isn't in User Criteria in the Available For tab, but also allows users included in that User Criteria to submit the form on other's behalf.

[Annie10]

Hi @Ross Garvie1 

I'm running into the similar issue like your.  I'm reach out for your help.  Could you please provide the work around steps that you got it to works? Thank you