Catalog item search results in the service portal stopped appearing suddenly

[arnabwa]

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.

[wadeaux]

Did you get a patch recently? This happened to us last week after Kingston patch 12. It was affecting service portal as well as platform searches. We opened a case on HI but after a few days it magically started working again with no fix. I believe it was some kind of caching issue. We are getting the patch for prod next weekend and I expect we will see it again.

[arnabwa]

Yes exactly patch12 has introduced this issue.However it didn't get fixed automatically as the case with you. Poor guy myself may be. But thanks for your information and participation.

Arnab

[User179407 · Accepted solution]

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