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

Hrithikah
Tera Contributor

‎04-14-2026 05:32 AM

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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11 REPLIES 11

nkouloungis
Tera Contributor

a week ago

I'm experiencing the same. Did you ever figure out how to get the details to display in the enhanced request experience?

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Hrithikah
Tera Contributor
In response to nkouloungis

a week ago

Hi @nkouloungis ,

 

We checked this with ServiceNow. As per their confirmation, the Enhanced Request Experience follows the standard out-of-the-box behavior, where catalog item names are not displayed in that view. Based on the current platform capabilities, there is no supported configuration available to modify this behavior, even through customization.

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