The catalog item is not opening in SOW from the 'Create Request' button

[Nadia7]

Hi all,
Can you please suggest a possible reason why a user may not be able to view a Catalog item in SOW? I clicked on the Create Request button from the Incident in SOW form.
A user has itil role and workspace_user.

Thank you!

[Community Alums]

Hi @Nadia7 ,

Please refer to the doc: https://docs.servicenow.com/bundle/utah-it-service-management/page/product/service-operations-worksp...

[Brad Tilton]

That is the Service Portal 404 page, and SOW uses an iframe to call a specific service portal (I think it's swp) it uses to handle the catalog. Your screenshot makes me think it doesn't exist in your instance. I would make sure you've installed this app and make sure the Service Portal with the url suffix "swp" exists in your instance. If you've confirmed those things and still getting the 404 you might need to open a support ticket.

[Nadia7 · Accepted solution]

Thank you so much!
I have the 'swp' portal. And found that the sw_sc_cat_item had User Criterian in the Can View related list. So I removed it and now everything is working properly.

[Thomas Wright1]

I didn't see any User criteria blocking access myself, but you can see the Roles field has the "workspace_user" in it - I found my users didn't have this role and that was causing the 404.

I had set up a view from the Asset Management Workspace for stuff like the Hardware Inventory Stock Order request for inventory_user users, and they were getting a 404.