Catalog item search results in the service portal stopped appearing suddenly

arnabwa · ‎01-10-2019

Hi Snow Enthusiasts,

The global search in our service portal stopped showing results of catalog items. Why I say "stopped" because it was working absolutely fine the last time I had tested.

Clearing your questions that you might need answers:

In the Search source ''Service Catalog" is selected.

"Service Catalog" is a scripted search source. I tried without script as well.
Catalog items and categories are active true.

Please let me know how can you help us.

User179407 · ‎01-14-2019

Hi

We upgraded to Kingston Patch 11 and faced this issue, see below the reply from HI support.

This is a known issue reported in PRB1244576. There is a workaround for this by modifying the data fetch script on the search source record:
http://instancename.service-now.com/nav_to.do?uri=sp_search_source.do?sys_id=c96eb1686721220023c82e0...

Please edit line 16 of the Data Fetch Script to pass in the catalog value which is set earlier in the script.

Current code:
if (!catalog_item.canViewOnSearch() || !catalog_item.getFirstAccessibleCategoryForSearch()) {

Workaround Code.
if (!catalog_item.canViewOnSearch() || !catalog_item.getFirstAccessibleCategoryForSearch(portalValue)) {

Hope this helps.

Suraj Chauhan

View solution in original post

Brian Lancaster · ‎01-10-2019

Is this reproducible in your dev and test environment? Have you updated to a new version or patch recently?

arnabwa · ‎01-10-2019

Hi Brian,

Thanks for taking interest in my problem. Appreciate your enthusiasm.

You hit the bull's eye. Yes there has been a patch upgrade recently. I checked right away as you mentioned.

However, not sure why would this functionality break. Any suggestions or should I approach HI?

Thanks,

Arnab

Brian Lancaster · ‎01-10-2019

If it is reproducible in the other environments I would say Yes go to HI. I tried searching to see if there where any known issues but I have now found anything for Kingston. I could be a bug that was introduced by the patch that they do not know about yet.

arnabwa · ‎01-15-2019

Hi Brian,

Yes it is same in both Dev and Uat. I have gone for HI incident. Meanwhile workaround has been provided by @Suraj Chauhan in this thread. I will fix it according to the work around but the HI incident is for the client satisfaction.

Thanks a lot for your quick guidance.

Arnab