Catalog Items not visible in Service Portal

[Matt Steill1]

We have two catalog items that are displayed in our service catalog, but do not show up in the same catalog from the service portal. I can search for the two catalog items in the service portal search bar, and it will find them, but if I go into the catalog item view and go to that category, the two catalog items are missing.

Any ideas what could be causing them not to display?

1.) Search finds the web request/update catalog item

2.) I can view the catalog item just fine

3. Go up one level, and the catalog item is not visible from this list.

Thanks!

-Matt

[john_duchock]

Do you have any user criteria configured for the catalog item (there is a plugin for user criteria via portal which has to be enabled)...

Is the availability set to Desktop and Mobile

[Matt Steill1]

Availability is set to Desktop and Mobile.

It doesn't look like there are any user criteria configured for the catalog item, but I'm not positive. I'm looking at all of my instance's user criteria records, and it doesn't look like they can be defined to a specific catalog item. Am I missing something?

However, I did notice when looking at the catalog items list view, the two catalog items that are missng in the service portal view have the following. I can't update it from the list view, and when I view the catalog item record, I see no field for "Role". Do you happen to know what that is used for?

Thanks,
Matt

[DirkRedeker]

Hi

Maybe you restricted the Item to the "snc_internal" role, which is for "Backend" users. Depending on which user is used for the Service Portal, they may only have the "snc_external" role.

That may be an issue, which you can easily test, by removing the "snc_internal" role from that item.

Let me know, if that answers your question, and mark my answer as correct and helpful,please.

BR

Dirk

[Matt Steill1]

Hi Dirk,

How can I update this? It seems like it should be straight forward enough, but I don't see the roles field on the catalog item record itself, and I am unable to update it via the list view.

Thanks,
Matt