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

[Travers M]

How I did it was briefly turn off the use User Criteria property for the Service Catalog and then you can remove those roles as you normally would.  For whatever reason, when that property is on you just can't edit that field

Also, there is a field you can add to items that may not be showing called "Hide on Service Portal" that leaves them active and searchable but not able to be navigated to via categories

[dvp · Accepted solution]

Can you open web request/ update item in the back end and see what is it showing in categories field and can you verify if you  see Marketing category in the related list

[Matt Steill1]

This is what caused it not to display on the service portal. I double checked the form Category, and it was configured to "Marketing", but for whatever reason it was not in the Categories list.

Thanks!

Matt

[JP52]

Could it be that the Hide on Service Portal value was change to 'true'?

In the Maintain Items list (sc_cat_item.list), personalize your list view to show the "Hide on Service Portal" field. Check that it is set to false for both items.

[Matt Steill1]

I was able to check this, and both catalog items that are not displaying in my service portal have the Hide on Service Portal value set to false. Good to know about this value though, thanks for the reply.