Catalog item not visible: item not appearing in service catalog

User criteria on the catalog item excludes the current user from viewing the item due to role, department, location, or other attribute restrictions. (high likelihood)

The catalog item is assigned to a category that is not published or visible to the user's current role or portal configuration. (high likelihood)

ACL (Access Control List) rules are blocking read access to the sc_cat_item table or related catalog tables for the user's role. (medium likelihood)

The catalog item's availability is restricted by start/end dates that exclude the current date and time. (medium likelihood)

The catalog item's portal visibility settings exclude the specific Service Portal where the user is browsing. (low likelihood)

Step 1: Navigate to Service Catalog > Catalog Definitions > Maintain Items and search for the catalog item to verify it exists and is active.

Step 2: Open the catalog item record and check the User Criteria tab to ensure the current user meets all specified conditions for roles, departments, locations, and other attributes.

Step 3: Review the Category field on the catalog item and verify the assigned category is published and visible by navigating to Service Catalog > Catalog Definitions > Categories.

Step 4: Check the Available fields (Available from and Available until) to ensure the current date falls within the item's availability window.

Step 5: Examine ACL rules by going to System Security > Access Control (ACL) and searching for rules affecting sc_cat_item, sc_category, or sc_catalog tables that might block read access.

Step 6: For Service Portal issues, check the Catalogs related list on the portal record at Service Portal > Portals to ensure the catalog containing the item is associated with the portal.

Step 7: Test visibility by impersonating the affected user through System Administrator > Impersonate User and attempting to view the catalog item.

Step 8: Clear the cache by navigating to System Definition > Cache Administration and flushing the catalog cache if the item still doesn't appear after configuration changes.