Catalog Item Not Searchable in Service Portal for Impersonated Users

[VenkataAviM]

Hi Everyone,

I am currently facing an issue where a particular Catalog Item is not searchable in the Service Portal when I impersonate another user. While searching for the Catalog Item, the portal displays the message "No Results".

However, I am able to search and access the same Catalog Item in the Service Portal using my account, which has the Admin role.

Additionally, when impersonating with another user, the Catalog Item is accessible through the Service Catalog, but it does not appear in the Service Portal search results. I have attached relevant screenshots for reference.

Could anyone please help me understand the possible cause of this issue or suggest any troubleshooting steps if you have encountered a similar situation?

Thank you in advance for your support.

Thanks & Regards,
Venkata Avinash

[Ankur Bawiskar]

@VenkataAviM 

Things to check

1) check user criteria on that catalog item, if that non-admin is satisfying it or not i.e. Available For related list

2) ACL on the name field on catalog item table, check if user has read access

check below

Non Admin user unable to search catelog items on esc portal 

How to resolve catalog items not appearing in Service Portal search results 

Catalog item not visible to users when searching from the portal 

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Ankur Bawiskar]

@VenkataAviM 

Thank you for marking my response as helpful.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[VenkataAviM]

Hi @Ankur Bawiskar,

Thank you for your response.

I have tried the suggested steps, but the issue persists. When impersonating another user in the Service Portal, no catalog items appear in the search results. I have tested multiple catalog items, and the behavior is the same across all of them.

However, impersonation works as expected in the Employee Center, where all catalog items are returned in the search results.

Could you please advise if there are any additional checks or known issues related to this behavior?

Thanks & Regards,
Venkata Avinash