Service Portal Search for Catalog Item not working (Kingston Patch 12)

Allen Andreas · ‎01-09-2019

Hi all,

Odd thing going on...so I was working on some catalog item development work and I went to our Service Portal in Dev and tried to find the item (that already existed -- I had just added a variable and wanted to see how it looked on SP) and noticed that when I went to search for it....nothing was suggested via typeahead nor when pressing enter...the search results said nothing found. If I search for KB articles, those show up...

So I went to my Test environment...same thing...

So I went to my Prod environment and it works there...

So basically after some comparing, all search sources, widgets, code, etc. all look the same, but my Dev and Test instances were recently patched to Kingston 12. Our Production instance is still Kingston 9. I thinking something may have broken the search functionality on the portal due to the patch. Back-end searching still works for catalog items.

Anyone else on Kingston 12 and can test this for me to see if you see the same issues? I've reached out on our Slack community as well and haven't gotten a response just yet.

I don't see anything on the Known Issues/Errors section in HI.

Thanks!

Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!

Allen Andreas · ‎01-09-2019

Found the workaround for those not on London:

https://hi.service-now.com/kb_view.do?sys_kb_id=e83a702bdbb12380f0612183ca961941

Essentially:

You can resolve the issue by editing line 16 of the Data Fetch Script to pass in the catalog value which is set earlier in the script, from: 
if (!catalog_item.canViewOnSearch() || !catalog_item.getFirstAccessibleCategoryForSearch()) { 

To:
if (!catalog_item.canViewOnSearch() || !catalog_item.getFirstAccessibleCategoryForSearch(portalValue)) {

Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!

View solution in original post

Allen Andreas · ‎02-21-2019

Hi santy.

Sorry to hear you're having trouble. Your situation would need to be exactly like ours, which was basically being on Kingston Patch 12 and then seeing that the search on service portal was not returning catalog item. If you complete the change as I've quoted above and more importantly, is provided at the link I've noted which is directly from ServiceNow's HI website, that would fix your issue.

If you're still having problems and your situation was as I've described above, you'll need to first verify that you did in fact complete the change as appropriate, and if so, and still having problems, I'd recommend reaching out to SN through an HI ticket.

Thanks!

Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!

-Mark- · ‎01-29-2019

Many thanks. Resolved the issue for us.