Catalog item not available to is defaulted to SNC EXTERNAL

[ghzelmed]

Hi, 

I have a strange behavior in the UTAH developer instance. When i create a new catalog Item i get related list Not Available for defaulted with SNC_EXTERNAL User Criteria.

I read in many thread that this is a regular behavior. We can't delete it until we put another  User Criteria.

However in the preprod instance, we don't have this behavior.  We started to have it in the Dev instance since one week.

So my question is, could anyone explain to me what flow or business rule, run on update or insert, so that every time there is no User criteria in the not available for , it insert an EXTERNAL_SNC.  

Did anyone no how it s possible to have different behavior, between developper and preprod instance running the same  servicenow version with the same data?

Is there any workaround, other than deleteing snc_external role from UC SNC_EXTERNAL or putting a new UC to delete the SNC_EXTERNAL? Another workaround that help me have no User Criteria in the Not Available For related list?

Thanks for helping 😊

[Madhan somesh]

Hi @ghzelmed ,

You can do the below actions to see the differences between your PDI & your Pre PROD instance 

• Compare the configurations of the "Not Available For" related list between the developer and preprod instances to see if there are any discrepancies.
• Review any customizations or business rules that might be affecting the behavior of the related list, particularly those related to user criteria or catalog item creation/update processes.

Please "Accept as Solution" & "Helpful" if this helped resolve your query. If not please let me know I can look into it further.

Thanks & Regards, 

Madhan Somesh. 

[ghzelmed]

Hi, 

first of all i user business rule debugger et script tracer but still unable to find what make the Not Available For defaulted to SNC External in dev instance.  I can't find anything special in the preprod instance.  So may be the best question would be how to disable this behavior defaulting the not available for to SNC external in any new cat item?

[Madhan somesh]

Hi @ghzelmed ,

Now I got it what you're trying to achieve.

The SNC External User criteria is a default user criteria for a catalog item.

The fix for this Problem now allows the deletion of the user criteria if the following condition is met on the instance.

-- To be able to remove this user criteria, the item must contain at least one other user criteria.

Please refer to the below ServiceNow Support case, which explains the step-by-step method to disable this functionality.

Unable to remove "SNC External" user criteria from catalog items "Not Available For" related list 

Please mark it as "Accept as Solution" and "Helpful". if this solution helped you.

Thanks & Regards,
Madhan Somesh.

[ghzelmed]

Thanks for repluing,

As i explained in my first comment, i know that this behavior exist. However we don't have in preprod instance. I don't know what type of customisation they applyed to the preprod instance, and i was unable to find one. For this reason i asked if there is another solution to do the same in the dev instance, Not avalable for become empty when we create new item. I appreciate your help and your time.