Faceted Search widget theme issue

[rajibosss11]

Hi Experts ,

After instance upgrade i have facing layout theme issue i

When i search the catalog item particular catalog not display like mentioned snap,

please suggest how to revert it back

[pratikjagtap]

Hi @rajibosss11 ,

Try below steps:

1.Check Portal Search Source Configuration-

• Go to Service Portal > Search Sources.
• Look for Catalog Item or any custom search source.
• Ensure it's configured correctly:
  • Table: sc_cat_item
  • Active: ✅
  • Condition: Set to restrict to relevant categories, if needed.
  • Data Fetch Script: Make sure it hasn’t been overridden during upgrade.

2. Check Facet Configuration

• Navigate to: Service Portal > Facets
• Find the facet named Catalogs or Categories.
• Ensure these facets are still active and properly mapped to:

  • Table: sc_cat_item

  • Field: category or catalogs

3.Check Widget Customization / Revert to OOB

If you're using a customized version of the Search Page or Typeahead Search Results widget:

• Go to Service Portal > Widgets
• Compare with the OOB widget (sp_widget table) and revert or reapply the custom logic.
• Or test by assigning the OOB Search Page (/sp) and see if the issue persists there.

4.Check Theme and Page Layout Changes

• Go to Service Portal > Portals, open your portal (e.g., sp).
• Confirm the theme is correctly set.
• Under Service Portal > Pages, open the search page.
• Ensure the correct container, row, and widget structure is used.

5.Clear Cache and Reindex Search
After verifying and fixing configurations:

• Run the Reindex Knowledge and Catalog job:
  • Go to System Definition > Script Actions or search for the scheduled job.
• Clear the browser cache or use incognito mode to test.
• Optionally: Execute Cache.do in the application navigator and click Clear Cache.

If this solution helps you then, mark it as accepted solution ‌‌✔️ and give thumbs up 👍 !

Regards,

Pratik

[SD_Chandan]

Hi @rajibosss11 ,

After an upgrade, Faceted Search widget layout issues often stem from theme or widget customizations not being compatible with the new version.

✅ Quick Fix Suggestions:

1. Clear Theme Cache:
   Go to System UI > Themes, open your theme, and click "Clear Theme Cache".

2. Revert Widget to OOB (if customized):

   • Navigate to Service Portal > Widgets.
   • Search for Faceted Search.
   • If customized, compare with OOB version and revert if needed.

3. Check Portal Theme:

   • Go to Service Portal > Portals.
   • Open your portal and verify the Theme is set correctly.

Use OOB Portal for Testing:
Try the same search in /sp (default portal) to isolate if the issue is theme-specific.

Link of Documentation :- ServiceNow Documentation 
Let me know if you want help comparing your widget with the OOB version!