I have issue catalog request old name is reflecting in Employee center

[dev_S]

Hi All,

I have a issue where a Record producer name is updated recently but when searched in Employee center search results old name is reflecting when we open the request updated name is showing.
Even after updating the name why old name is showing in the Employee center Search results I have tried Re indexing the catalog table but still issue is not resloved.
Any one faced similar kind of issue please suggest what might be the cause.

Thank in advance.

Regards,

Dev

[Ankur Bawiskar · Accepted solution]

@dev_S 

check this

Record producer not visible on employee center 

Catalog Items Not Appearing in Portal Search 

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Tanushree Maiti · Accepted solution]

Hi @dev_S 

• An admin can type cache.do in the Application Navigator to refresh portal and search metadata.
• Ask  affected user log out of ServiceNow, close their browser window entirely, and log back in to clear local browser caching
• Open the Record Producer form in ServiceNow ->Check for a Meta field ->Remove any old names that may be trapped in the Meta tags, and enter the new name there instead to boost search relevance
• You can force a re-index by making a small update to the Record Producer and then saving the record. Alternatively, an administrator can manually trigger a re-index of the sc_cat_item table .Refer: KB0752322 How to resolve catalog items not appearing in Service Portal search results 
• If you are using AI Search and EVAM  in Employee Center, check if the view configurations having any custom mapping. Refer: KB1205906 Employee Center Search troubleshooting guide 

[Ankur Bawiskar · Accepted solution]

@dev_S 

check this

Record producer not visible on employee center 

Catalog Items Not Appearing in Portal Search 

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Tanushree Maiti · Accepted solution]

Hi @dev_S 

• An admin can type cache.do in the Application Navigator to refresh portal and search metadata.
• Ask  affected user log out of ServiceNow, close their browser window entirely, and log back in to clear local browser caching
• Open the Record Producer form in ServiceNow ->Check for a Meta field ->Remove any old names that may be trapped in the Meta tags, and enter the new name there instead to boost search relevance
• You can force a re-index by making a small update to the Record Producer and then saving the record. Alternatively, an administrator can manually trigger a re-index of the sc_cat_item table .Refer: KB0752322 How to resolve catalog items not appearing in Service Portal search results 
• If you are using AI Search and EVAM  in Employee Center, check if the view configurations having any custom mapping. Refer: KB1205906 Employee Center Search troubleshooting guide 

[SoureshD6782072 · Accepted solution]

Hi Dev,

since the Record Producer opens with the updated name but Employee Center search still shows the old name, the record update itself is likely fine and the issue is most likely coming from Employee Center search metadata / AI Search index / cached search result data rather than the Record Producer form. In Employee Center, search results are usually controlled through the AI Search configuration such as Search Application, Search Profile, Search Sources, Indexed Sources, result mapping, and ranking, so first confirm whether your portal is using AI Search and then re-index the correct catalog indexed source used by Employee Center, not only the traditional sc_cat_item table index. Also check the Record Producer fields such as Meta, Search keywords, Short description, Description, and any translated text records, because the old name may still exist in one of these fields and may be used by search ranking or the search result card.

If localization is enabled, validate translated values as well. After cleanup, save/update the Record Producer again to generate a fresh indexing event, then confirm that the indexing job has fully completed, because ServiceNow indexing can take time and updated records may not appear with new terms until indexing events are processed. If Employee Center uses AI Search/EVAM result cards, also verify the search result template or EVAM view configuration is not mapped to a custom field that still contains the old label. Finally, run cache.do, ask the affected user to log out, close the browser completely, and retest in an incognito/private session.

In short, I would check in this order: old value in Meta/keywords/description/translations → AI Search indexed source for catalog items → search result/EVAM mapping → indexing completion → instance and browser cache. Since the opened request shows the correct updated name, the most probable cause is stale indexed search data or old metadata still being used by Employee Center search.