How to Sort Catalog Items by Popularity/Usage Within a Selected Category in Service Portal?

Abhilasha G T
Tera Contributor

an hour ago

 

Hi Community,

I have a requirement in ServiceNow Service Portal where, when a user selects a catalog category or filter section, the catalog items displayed within that category should be sorted based on popularity or usage, with the most frequently requested items appearing first.

I would like to understand the recommended approach to implement this functionality.

Requirements:

  1. When a user selects a catalog category, display the catalog items associated with that category.

  2. Provide an option to sort the catalog items by popularity/usage.

  3. Display the most frequently requested items first.

  4. Ensure the sorting works within the selected category rather than across the entire catalog.

  5. Keep the existing portal functionality and catalog item visibility rules unchanged.

Questions:

  • Is there any out-of-the-box ServiceNow functionality or widget that supports sorting catalog items by popularity within a selected category?

  • Can this be achieved by configuring or extending the existing Service Catalog category widget, or is a custom widget required?

  • Which table or API should be used to determine catalog item popularity based on request counts?

  • What is the recommended approach to implement this efficiently without affecting portal performance?

If anyone has implemented a similar requirement, I would appreciate your guidance, recommended approach, or sample implementation.

 

Thank you 

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1 REPLY 1

Kieran3
Tera Guru

50m ago

Hi ,

 

In Employee Center, you're able to sort by Popularity or A-Z out of the box using the Topic Content OOB widget. Popularity is usage based so they can't be separate sorting options. My screenshot below shows this in the Employee Center portal with the.

Kieran3_1-1792776664096.png

Picture from my PDI

 

Upon checking the Catalog in Service Portal, it has configuration for Popularity my default. If you hold 'Ctrl' and right-click on the catalog, you'll get the widget options.

Kieran3_2-1792776731725.png


If you then go into Instance Options, you'll be able to set the Popular Items timespan.

Kieran3_3-1792776765622.png

However, it looks like the Service Portal widgets only support Popularity sorting OOB.

 

Hope this helps! If you found it useful, feel free to leave a 👍 Kudos. If it answered your question, accepting it as a solution helps others find the answer too.

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