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

[Hrithikah]

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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

PFA snip Before Opt-in 

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

[AndersBGS]

Hi @Hrithikah 

And the table in scop on the item is for sc_req_item? Is that correct?

[Hrithikah]

Yes it is correct.

[Dan O Connor]

You may need to raise a case with support, as could be an issue in your instance. 

The way I outlined above is how it works. Maybe worth noting you have 'item' selected in RITM, which will return the sys_id into the cards. But you should still see the item sys_id showing in the cards

[AndersBGS]

hi @Hrithikah 

have you ensured correct configuration under requests -> source configurations?

[Hrithikah]

Hi @AndersBGS ,

Yes, I have made the required Source Configuration updates for both Service Catalog Request Portal and Service Catalog Requested Item Portal. However, even after these changes, the catalog item details are still not appearing under My Requests

Please let me know if there are any additional configurations.

Regards,

Hrithika Paida