ServiceNow Catalog Item Variables Not Visible to Certain Roles

[SamrinK]

I created a catalog item that should be available for the roles employee and itil. The item appears in the service catalog for both roles. When a user with the employee role opens the item the form is completely blank and none of the variables are visible. When a user with the itil role opens the same item all variables display correctly and the order process works.

There are no UI policies hiding the variables for the employee role. The variables do not have role restrictions set. The item is published and visible in the same catalog and category for both roles. There are no client scripts hiding the fields.

It looks like something role related is preventing variables from rendering for employee users but I cannot find the cause. Has anyone experienced this issue and what should I check to resolve it

[GlideFather]

Hi @SamrinK,

and how did you grant the access?

Was it user criteria? if so, then it's only to access the catalog or item but only that, nothing more.

If your variable is for example a reference to company table and the employee doesn't have access to that table, it cannot use it...

Quick debug tip, add a simple string variable - can employee user see it???

And for the variables that are visible by itil and not by employee, what type of variables are we talking about?

[GlideFather]

Hi @SamrinK any feedback?

[Ankur Bawiskar]

@SamrinK 

is that employee role a custom one?

what's the difference between employee role and snc_internal role?

You can add snc_internal role as contains role under that Custom Employee role and then check

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