A user is restricted catalog Item acess even if the ACLs grants the read access to that user role - Support and Troubleshooting

A user is restricted catalog Item acess even if the ACLs grants the read access to that user role Description  Symptoms A user does not have access to the sc_cat_item table even when the ACL grants the read access to that user role

Release All

Cause Navigate to service catalog > properties > under "Security", check if the User Criteria is enabled

Property name : glide.sc.use_user_criteria

When this property is enabled, any user criteria defined for the service catalog will be taken into consideration over the defined ACLs.

Service catalog has a related list for user criteria "Available for" and "Not Available for": If there is defined user criteria and the user criteria for the service catalog is enabled, it overlooks all the ACLs and follows the defined user Criteria.

Resolution Navigate to sc_cat_item.LIST Open the service catalog item that has the issue, that is the catalog item which the user is unable to view Scroll to the bottom of the record, and notice that there is "Available for" and "not available for" related list Adjust the defined user criteria to result in the expected access grant Additional Information -- Learn more about user criteria using the below document:

https://docs.servicenow.com/csh?topicname=t_AppUserCritItemsCat.html&version=latest

-- To understand the work flow of the User criteria for service portal:

https://docs.servicenow.com/csh?topicname=user-criteria.html&version=latest