Catalog page shows blank screen, it should give list of all Catalogs created in ServiceNow

[nameisnani]

Hi All

Please help me on this request , user is not able to see Catalog page shows blank screen when selected, it should give list of all Catalogs created in ServiceNow.

 How to solve this issue , Please help me with steps 

@Saurav11 @kamlesh kjmar 

[Saurav11]

Hello,

Are the Admins able to see the service catalog. If yes then there are two possible scenario:-

1) User Criteria:-

Please check the User criteria of the Catalog items. Does the user have the correct roles and does it satisfy the user criteria of all the Catalog items.

Also you will have to check the user criteria of the categories(I do believe there is more of a chance for this)

2) User roles:-

Though looking the the screenshot I do not think the user has issue with insufficient roles

3) Now You can also check the below support article for the same which mentions another reason this can happen:-

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0720677

Please mark my answer as correct based on Impact.

[nameisnani]

@Saurav11  Sure Let me check and try once ,

@Saurav11 Need your support in this 

servicenow.com/community/developer-forum/users-https-xyzprod-service-now-com-sp-id-my-incidents-page/m-p/2381149#M930598

[nameisnani]

Hi @Saurav11 @Sagar Pagar @EricDohr  Still we are unable to see catalogs in platform view , any other steps 

[Saurav11]

Helo,

Is it not visible for admins as well?

If it is a client instance I would suggest you to raise a Hi ticket with ServiceNow, as they have access to your instance they will be able to quickly find the root cause.

As we in here do not really have the access to your instance we can only guess what the issue would be really.

Please mark my answer as correct based on Impact.

[kamlesh kjmar · Accepted solution]

Hi @nameisnani ,

Please compare this issue with your dev instance. In case if it's working fine on dev instance but not working on prod only, then most probably there is a problem in your catalog portal page. Mostly it happens when dropzone area gets corrupted. Follow the below instruction and see if it helps you.

1. Go to your dev instance and navigate to maintain catalogs > Open Service catalog

2. On the service catalog page go to the CatalogPortal Pages related link and open Catalog record

3. Open a sepatate tab on your browser and open your prod instance. Repead step 1 and 2 on your prod instance.

4. Now compare the Dropzone of your dev and prod instance, are the both same. If there is any drop zone missing, then you will have to export that from dev to prod.

5. If all dropzones are there then expand each propzone and see if contents are same, if not then it's content you will have to export from dev to prod.

In case any dropzone is missing, then follow the below process to export the dropzone,

1. Right click on the dropzone filter, click on open in new window

2. Go to the newly opened tab and right click on any coloumn and export the xml

3. Repeat above step1 and 2 in prod and import the XML that you just exported.

This will fix the dropzone issue if there is any.

If Dropzone contents are corrupted then you need to follow below steps:

1. Go to dev instance and open the Catalog Portal page and open dropzone in a new tab whose content is missing in Prod instance

2. In the newly opened tab, right click on the filter of protal preferences and open in a new window

3. Right click on any column in the newly opened tab and export as xml

Repeat step 1 and 2 in prod and import the xml that you just now exported there.

You will have to repeat this for all the dropzones whose content are missing.

I know this is tiresome work but you will have to go through this.

In case everything is same on prod and dev, do let me know, it would be interesting to figure out what else can make catalog page go blank.

I hope this help.

Regards,

Kamlesh