When you have user criteria on an item to make it available for a specific user group, it requires to clear the cache in the instance when you add a new user into that group. Otherwise, it doesn't become available for that user.

Steps to Reproduce

Steps are for out-of-box instance with demo data.

- Navigate Service Catalog --> User Criteria
- Add new criteria as below:
Name: test
Group: RMA Approvers (Create new group if needed.)
Available For Catalog Item: Access
- Log in to the instance with OOB ITIL user and you will see that the "Access" item is not available in the software catalog.
- Add itil user to RMA Approvers group and then check the item in portal again.

Actual Behaviour: It is still not visible even logout/login. However, after running cache.do, it becomes visible again.
Expected Behaviour: It should be available as soon as you add the user to that group.


This issue is under review. To receive notifications when more information is available, subscribe to this Known Error article by clicking the Subscribe button at the top right of the article. If you are able to upgrade, review the Fixed In field to determine whether any versions have a permanent fix.

Related Problem: PRB1384718

Seen In

There is no data to report.

Fixed In

Orlando Patch 2 Hot Fix 1
Orlando Patch 4

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2020-11-04 01:24:23