Catalog Item not showing up in Service Portal

cnharris1 · ‎12-17-2019

Good morning,

We recently upgraded to the New York release from London and everything seemed smooth. However, I went to our Service Portal to view one of our catalog items that automatically adds users to a specific group but that catalog item is not showing up in the service portal at all. The catalog item is active and is under the correct Catalog and Category with no roles but its not showing up at all. I also checked the Hide on Service Portal but the box is checked to false. I'm drawing a blank so any help will be greatly appreciated!

Thanks in advance,

cnharris

cnharris1 · ‎01-10-2020

I found out what the answer to this problem was and it was quite simple. There was a hidden field that is usually checked OOB called Visible Everywhere. For whatever reason, this box wasn't checked which prevented those two particular catalog items from showing. So basically, I just had to mark the Visible Everywhere checkbox to true.

View solution in original post

Ankur Bawiskar · ‎12-17-2019

Hi,

Did you check any user criteria for this which might be restricting?

Is this happening only for specific user such as admin or non-admins?

Is this happening only for 1 catalog item?

Regards

Ankur

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

cnharris1 · ‎12-17-2019

Hi Ankur,

I checked under user criteria for both admins and non-admins and no one can see it this item. Its weird that its counting the item under the category but when you click into the category, just this one item is missing but all of the record producers are showing up.

Upender Kumar · ‎12-17-2019

Hi,

Also please check "Hide on Service Portal" check box. This will be in list view.

cnharris1 · ‎12-17-2019

Hi Upender,

The "Hide on Service Portal" box is set to false and that catalog item is still not appearing on the portal, even for the admins.