How to replace a specific catalog in "Popular Items" of CSM Service Portal with configuration

[Deepika Mishra]

Hi Community,

I am working on a ServiceNow CSM Service Portal where users access catalog items through the Service Catalog page.

On the catalog landing page, there is a Popular Items section that displays catalog items such as:

• Report an Issue
• I Have a Question
• Create ASP Account
• Create Contact
• Deactivate Contact
• etc.

My requirement is to replace one of the catalog items displayed in the Popular Items section with another catalog item, preferably through configuration only and without cloning/modifying widgets or performing any customization.

I have already explored:

• Catalog Item configuration
• Categories
• Catalog assignments
• Item visibility/availability settings
• Widget instance options

However, I could not find a way to control which specific catalog items appear in the Popular Items section.

Questions:

1. Is there any OOTB configuration that allows administrators to manually select or exclude catalog items from the Popular Items widget?
2. How does the Popular Items section determine which catalog items are displayed?
3. Has anyone achieved this requirement without widget customization or cloning?
4. If configuration-only is not possible, what is the recommended approach that minimizes customization and remains upgrade-safe?

Environment: ServiceNow CSM Portal / Service Portal

[Tanushree Maiti]

Hi @Deepika Mishra 

refer : KB0867026 How to remove a particular item from the popular item section in NOW mobile ? 

I think , you have to 

a. Create a clone of the Popular Items widget.

b. Update the Server Script to retrieve excluded Catalog Item sys_id values from a System Property and ensure those catalog items are not displayed in the widget results.

This allows catalog items to be managed without modifying the widget code going forward.

[Ankur Bawiskar]

@Deepika Mishra 

My thoughts

-> No OOTB Configuration Exists for Manual Selection

-> you might have to clone OOTB widget and then make changes, check this link for approach Link 

Workaround (I recommend not to clone)

-> Try to use "Portal Catalog Quick Links" Link 

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏