User Criteria is not working as expected for Service Catalog Items. Users with "Not Available for" groups/roles are able to view the catalog item.
The system property glide.sc.use_user_criteria might be set to false. This property is responsible for using "User Criteria" to define access to catalog items and categories.
Follow the below steps to resolve the issue.
- Go to sys_properties.list
- Open "glide.sc.use_user_criteria" and set it to true
- Save the record
- Clear the instance cache by entering cache.do in the filter navigator.