Catalog Item Details Missing Under My Requests After Opting In to Enhanced Request Experience

Hrithikah
Tera Contributor

4 hours ago

Hello Community,

 

After opting in to the Enhanced Request Experience, we’ve noticed an issue where catalog item details are no longer visible under My Requests.

 

Issue Description

  • The request records are being created successfully.
  • In the My Requests view, the requests appear, but the catalog item details (As Highlighted in the snip) are missing.
  • This issue started after enabling/Opt-in the Enhanced Request Experience. 

PFA snip after Opt-in

Hrithikah_0-1776169611616.png

 

PFA snip Before Opt-in 

 

Hrithikah_2-1776169718613.png

 

Configuration Changes Made

To troubleshoot, we reviewed and aligned the Source configurations - Service Catalog Request Portal and this was kept consistent with the My Requests filter - Service Catalog Requested Item Portal.

Despite matching the source configurations, the catalog item details still do not appear under My Requests.

 

Are there additional configurations required for My Requests to display catalog item details when using the Enhanced Request Experience?

 

Any guidance, documentation references, or similar experiences would be greatly appreciated.

 

Thank you in advance for your help.

 

Regards,

Hrithika Paida

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2 REPLIES 2

Dan O Connor
ServiceNow Employee

2 hours ago

@Hrithikah You can configure what is shown on the cards by going to Employee Center -> Requests -> Source Configurations


You can change what fields appear on each card depending on table/record type

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Hrithikah
Tera Contributor
In response to Dan O Connor

2 hours ago

Hi @Dan O Connor ,

 

Thanks for your response.

 

I have changed the source configuration for both the Service Catalog Request Portal and Service Catalog Requested Item Portal.

but still the item data was not appearing as expected. 

 

Let me know if I have to change any other configurations.

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