Catalog Items not searchable on Portal (sp)

[harun_isakovic]

Hello community,

My team and I created a custom application and within this application 5 record producers.
We created an appropriate Catalog and Category and put all 5 of these RPs into them.

So if we go to the /sp and click through the catalog/category all 5 RPs will be shown and you can enter their forms.

But for some reason they are not searchable when I try find it through the Service Portals search bars.

Here is all of the things Ive checked and still have the issue:

1. Search source configured to show items from our catalog (theyre even visible when you preview the filter)
2. User criterias on RP level and Catalog level are Available for snc_internal, not available for snc_external.
3. No search is false
4. Hide on Service Portal is false
5. Visible elsewhere is true
6. Availability is set to Desktop only (but Ive tried Desktop and Mobile Classic with no success)
7. Catalog, Category and RPs are all active
8. On Service Portal > Portals > Service Portal > related list Catalogs contains our Catalog we created
9. Service Portal search widgets are OOTB
10. Tried searching for them after clearing browser cache
11. Tried in incognito mode
12. Tried in a different browser (normally using Chrome, but tried in Edge)

Anyone have ideas on what else to try?
Thanks in advance!

EDIT: The /sp is using AI Search

[Palak Gupta]

Hi, 

Please raise a HI ticket, support team will be able to help you on this.

Regards,

Palak

[Palak Gupta]

Hi @harun.isakovic,

Just checking if you have checked below article also

https://docs.servicenow.com/en-US/bundle/sandiego-servicenow-platform/page/build/service-portal/task...

Regards,

Palak

[harun_isakovic]

Hi Palak, thanks for answering.

Yes I have also checked this but there seems to be a wider issue going on our instance it seems that not even KB articles, catalog items or anything actually is searchable for some reason. Except few catalog items for a single non admin user, which are in a global scope (note there is still some global ones that are not) and are not role restricted either.

In the end this seems be beyond our Apps issue so we will try get the customer to raise a HI Case for this. I will update this post with an answer from HI if we get one.

[Harish KM]

Did you add search source to Portal?Refer screenshot

[harun_isakovic]

Hi, this is not available when AI Search is enabled. PSA