Relating active catalog items to Business Service Offering in Service Builder makes them disappear from Service portal

[schmidt4081]

We have started using service builder to define our business services and offerings. We have noticed that catalog items that are available in our Service Portal are no longer available to order after we assign them to a service offering thru service builder. 

[Craig Semon]

Hi,  I think there is a dependency on leveraging subscriptions.  We experienced similar results when we assigned service request forms (catalog items) to our service offerings, and for us, it was because we were not leveraging user subscriptions.  So basically once we made the assignment, the platform did not see anyone subscribed to the service/offering so excluded the catalog item (service request form) from their view. 

 (We are still not using subscriptions in the way intended, so for now had to hold off on making service offering > catalog item direct assignments.)

Not sure if this may apply to your environment too, but I hope it provides a potential hint/clue.  

Very Respectfully,

Craig

[caitlinmarkham]

Craig is correct. When you add a catalog item to an offering, if you don't have user criteria defined on the catalog item and you also do not have subscribers defined on the offering, the catalog item will be hidden. You need to have at least one of those defined - subscribers or user criteria. 

I hope that is helpful. Let me know if you have any questions.

Best,

Caitlin