Notifications

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Symptoms


Catalog Items not showing on Service Portal Catalog page for non ITIL user

Release


All 

Cause


 

The affected user had both snc_internal and snc_external role with Customer Service Management installed

Resolution


Fix the user role related with CSM roles setup following KB0639072.

For the snc_internal role user, the user can be using sn_esm_agent base roles which includes sn_customerservice_agent, sn_customerservice.consumer_agent and sn_customerservice_manager role to access the CSM tables and related information.

Please review KB0639072 for detail information on Customer Service Management Roles hierarchy and information : https://hi.service-now.com/kb_view.do?sys_kb_id=0330bab5db4cafc0a39a0b55ca961912 

Article Information

Last Updated:2018-11-19 19:50:58
Published:2018-11-20