Catalog item is still visible in search results but not in topic

WA1
Kilo Sage

‎08-13-2024 01:41 AM

Hello,

I have a catalog item with user criteria for the available for (visible only to itil users) and another user criteria for not available for (not visible to external users).

When I go to the ESC portal and test with a user who is not supposed to see the catalog item, it works fine for the topics, the catalog item is not visible there but when I search for it, it appears in the search results but the user is not authorized to open it, when I click on it it shows this error message : you are not authorized...

 

How can I hide the catalog item from the search results ?

 

Remark : in DEV instance the catalog item is not visible in the search results but in TEST istance it is and the configuration of the catalog item is the same for both.

 

Thank you

 

 

 

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7 REPLIES 7

Mark Manders
Mega Patron

‎08-13-2024 02:02 AM

Is there a difference in the search sources configured?


Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark
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WA1
Kilo Sage
In response to Mark Manders

‎08-13-2024 02:09 AM

@Mark Manders, no portal search sources are the same for both instances.

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Artem_Lobyntsev
Tera Contributor

‎05-19-2025 07:01 AM

Hi, 
Have you been able to fix it? 

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Bhavesh Bijagar
Tera Guru

‎05-19-2025 11:13 PM

Hi @Artem_Lobyntsev,

 

Try below steps

  1. Navigate to the catalog item (sc_cat_item) you want to hide.
  2. Look for the field "Hide on Service Portal".
    • If you don’t see it, you may need to personalize the form layout.
  3. Check the box to hide the item.
  4. Save the record.

If this field is not visible, then go to list view and add the column from "gear" icon.

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