ITIL User Unable to Select Non-ITIL User in Catalog FormIssue An ITIL user may encounter an error when attempting to select a non-ITIL user in a catalog item form. This article explains why the error occurs and how to resolve it by updating the catalog item settings.SymptomsWhen an ITIL user tries to select a non-ITIL user in a designated field on a catalog item form, the following error appears: "Item is not available for this user." ReleaseAll ReleasesCauseThe catalog item's Access type field is set to Restricted, which prevents non-ITIL users from being selected or acting as the requested-for user.ResolutionTo allow ITIL users to select non-ITIL users in the form, update the catalog item settings: Navigate to the catalog item in the instance.Select Form Layout from the Configuration options.Add the Access type field to the form, if not already present.Change the Access type value from Restricted to Delegated.Select Save to apply the changes. Once updated, the ITIL user will be able to select a non-ITIL user without encountering an error.Related LinksAccess type: Restricted: Limits visibility or access based on the requester's role. Delegated: Allows users with elevated roles (e.g., ITIL) to submit requests on behalf of others, including non-ITIL users. For more information, refer to the ServiceNow Product Documentation on Access Types.