Publish to Service Exchange creating an extra Catalog Item

spike
Mega Sage

yesterday

Hello.

I have a problem with Service Exchange. I trying to build out my Service Exchange catalog, based on the items I've already got set up in my regular catalog.

When I use the "Publish to Service Now" UI action in Dev, it all works fine. I can collect everything in an update set and move that to another instance.

The problem is on the target instance, as well as the new Service Exchange catalog item, I also end up with one called "Copy off <catalog item>" that has no variables on it.

Has anyone else seen this? How do I stop this from getting created and copied into my other instances?

Cheers.

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2 REPLIES 2

1__PrabakaranC
Tera Expert

yesterday

The "Copy of <Catalog Item>" item is usually created because the Publish to Service Exchange process generates a temporary duplicate of the catalog item during publishing, and that duplicate gets captured in the Update Set.

Solution

  1. After publishing, check the Update Set before moving it to another instance.
  2. Remove any records named "Copy of <Catalog Item>" from the update set.
  3. Ensure you are only capturing the actual Service Exchange catalog item and its related variables.
  4. If the copy is created repeatedly, verify whether any Business Rules, Workflows, or custom scripts are cloning catalog items during publishing.
  5. Apply the latest ServiceNow patches, as this behavior has been reported in some Service Exchange versions and may be fixed in newer releases.

Best Practice

  • Publish the catalog item.
  • Review and clean the update set.
  • Move only the required records to higher environments.

 

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Regards
Prabakaran C
LinkedIn: https://www.linkedin.com/in/prabakaran-c-534b6826a
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spike
Mega Sage
In response to 1__PrabakaranC

yesterday

I don't like the idea of deleting random records out of an update set. There are some in there that could point to the Copy of item or not. Without looking at each captured update there's no way to tell. Might just be easier to delete the spurious "copy" when it's added to the next environment.

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