Issue
On the Service Portal Catalog page, non-ITIL users cannot see the catalog items.
Release
All releases
Cause
This issue can occur when you have both snc_internal and snc_external roles with Customer Service Management installed.
Resolution
Make sure that user roles for Customer Service Management are set up correctly. For details on internal roles, external roles, and role hierarchy, see the knowledge article Customer Service Management Roles and FAQs.
For the snc_internal role, you can use sn_esm_agent base roles, which include sn_customerservice_agent, sn_customerservice.consumer_agent, and sn_customerservice_manager roles. This allows access to the Customer Service Management tables and related information.
