Why is User Criteria Acting Strange?

[johnfeist]

I have a very simple user criteria for a catalog item as follows:

I have one user in Cincinnati who is not able to access the item while others are.  I've gone so far as to run scripting to show me the reference value for location for both users and it is the same as the sys_id for the Cincinnati record in cmn_location.  As this is a catalog item, it is available to all users who have a location of CIncinnati.

All suggestions are gratefully accepted.

:{)

[Jaspal Singh · Accepted solution]

Can you try below.

1. Remove location from user criteria & add again

2. Ask user to try clearing cache once

[johnfeist]

Thanks Jaspal,

It would appear that removing and readding the location did the trick.

:{)

[Allen Andreas]

Hi,

You can also use the debugging feature for user criteria as documented here, just to help: https://docs.servicenow.com/bundle/sandiego-servicenow-platform/page/product/service-catalog-managem...

Additionally, have the user logout and back and see if their location was recently changed.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[johnfeist]

Thanks Allen,

I was using the criteria debugger which once I found it saved a lot of time.  Jaspal's suggestion appears to have worked.

:{)