Skip to page contentSkip to chat
ServiceNow support
    • Community
      Ask questions, give advice, and connect with fellow ServiceNow professionals.
      Developer
      Build, test, and deploy applications
      Documentation
      Find detailed information about ServiceNow products, apps, features, and releases.
      Impact
      Accelerate ROI and amplify your expertise.
      Learning
      Build skills with instructor-led and online training.
      Partner
      Grow your business with promotions, news, and marketing tools
      ServiceNow
      Learn about ServiceNow products & solutions.
      Store
      Download certified apps and integrations that complement ServiceNow.
      Support
      Manage your instances, access self-help, and get technical support.
The Popular Items widget on the Service Portal does not honour Roles & User Criteria set in Categories - Known Error
  • >
  • Knowledge Base
  • >
  • Known Error (Knowledge Base)
  • >
  • The Popular Items widget on the Service Portal does not honour Roles & User Criteria set in Categories
KB0635728

The Popular Items widget on the Service Portal does not honour Roles & User Criteria set in Categories


3660 Views Last updated : Apr 23, 2025 public Copy Permalink
KB Summary by Now Assist

Description

If Roles/User Criteria is set on the Category of a particular Catalog Item, the item is still visible in the "Popular Items" widget in the Catalog Homepage in Service Portal.

 

Steps to Reproduce

 

  1. Make sure Service Portal plugin is enabled.
  2. Find the category called "Tablet".
  3. Add "admin" in the category's "Role" field.
  4. Create a user criteria for role=admin instead of the role field.
  5. Impersonate a user without admin role.
  6. Go to the service portal homepage /sp?id=sc_home

    Observe the Apple Ipad 3 is visible in the Popular Items widget. User criteria seem to hide the Apple iPad 3 the Top Requests section on catalog_home.do, however the item is not hidden from the Service Portal.

Workaround

This is expected behaviour. User Criteria on Category do not affect the item visibility. An item can be across catalog and category, hence the user criteria need to be explicitly set on items, they do not inherit anything from the category.


Related Problem: PRB1173595

The world works with ServiceNow.

Sign in for more! There's more content available only to authenticated users Sign in for more!
Did this KB article help you?
Did this KB article help you?

How would you rate your Now Support digital experience?

*

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

What can we improve? Please select all that apply.

What are we doing well? Please select all that apply.

Tell us more

*

Do you expect a response from this feedback?

  • Terms and conditions
  • Privacy statement
  • GDPR
  • Cookie policy
  • © 2025 ServiceNow. All rights reserved.