Symptoms

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Catalog Items do not display in Service portal for users who do not have ITIL role

 

Environment

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Customer Service Management plugin is active on the incident

Cause

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The user has snc_external role as well as snc_internal role.

Resolution

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Give users with the snc_internal role, an agent role as well, like Agent (sn_customerservice_agent) or Consumer Agent (sn_customerservice.consumer_agent), instead of sn_customerservice.customer role to solve the issue.

Additional Information

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Agent: sn_customerservice_agent:
"A customer service agent who assists customers and partners with questions, issues, and problems. This user creates cases, views and edits cases, and works with customers and subject matter experts to resolve cases.
An agent typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups."

Consumer Agent - sn_customerservice.consumer_agent
A consumer service agent who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases.
An agent typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.

You may review KB0639072 for detail information on Customer Service Management Roles hierarchy and information.