Subcategories in Service Catalog not displayed in mobile app

[Jonathan44]

The categories in the Service Catalog are not being displayed properly in the ServiceNow mobile app (Now mobile) when there are subcategories nested under a main category before the actual catalog item. In other words, if a catalog item is organized under a main category that has subcategories, those subcategory levels are not shown in the mobile app view, only the top-level main category is visible.

However that works in my PDI (same release as @customer except patch version) but not at the customers intance - greyed color like selected/focus but stays on list. Also via search items are not shown. I looked and tried to copy the exact same configuration - that is:  (all tested with and without)

- new service catalog and items (didnt work with OOB service catalogue)

- duplicated the service tree from pdi

- created a Portal Catalog as mentioned in docs

- configured 'Desktop only' items sys property

- configured 'Classic mobile subcategory render type' - List and Card

- checked that there are active items in the subcategory

- also configured on category related list 'Available in mobile layout' 

(positively checked general user-accessability through user criteria)

Any more ideas?

[PaulSylo]

Hi @Jonathan44 

 Check the ACLs, some time, if any ACLs might be restricting access to subcategories or catalog items on the mobile app. Look for ACLs on the sc_cat_item and sc_category tables that could be impacting the visibility. 

also, try the patch similarities between your PDI and Customer instance, if any version difference, it may have some issue as well.

try this once - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0551385