[Issue Resolved] Catalog Item Not Visible in Service Portal

[hiwyge]

Hi everyone,

I ran into an issue recently where a catalog item was not showing up in the Service Portal for certain users. After some digging, I found the fix and wanted to share in case it helps others.

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🔍 Problem:

Catalog item created successfully, but it’s not visible in Service Portal even though it appears in the backend.

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✅ Solution:

Here’s what I checked and fixed:

1. Catalog & Category Assignment

   • Made sure the item is linked to a catalog (e.g., Service Catalog)

   • Assigned a proper category (like Software or Hardware)

2. User Criteria Configuration

   • Opened the catalog item form

   • Under “Available For” and “Visible To”, I checked user criteria

   • Ensured it allows access to the right user roles or groups

3. Cleared Cache

   • Navigated to cache.do

   • Clicked Clear Cache to refresh portal content

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🚀 Result:

The item showed up immediately in the Service Portal after these changes.

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Hope this helps someone! Let me know if you’ve faced similar visibility issues.

[Hanna_G · Accepted solution]

Hi @hiwyge,

Great work troubleshooting and resolving this one and thanks for sharing the guide! 

I'd add a note here for future users to be cautious of performing cache flushes in production - as it may cause performance issues as highlighted here by the great Chuck Tomasi: Solved: Flush Cache - ServiceNow Community but I'm glad it solved your issue! 😊