question Re: Catalog item search results in the service portal stopped appearing suddenly in Developer forum

Catalog item search results in the service portal stopped appearing suddenly

arnabwa — Thu, 10 Jan 2019 12:51:53 GMT

Hi Snow Enthusiasts,

The global search in our service portal stopped showing results of catalog items. Why I say "stopped" because it was working absolutely fine the last time I had tested.

Clearing your questions that you might need answers:

In the Search source ''Service Catalog" is selected.

"Service Catalog" is a scripted search source. I tried without script as well.
Catalog items and categories are active true.

Please let me know how can you help us.

Re: Catalog item search results in the service portal stopped appearing suddenly

brianlan25 — Thu, 10 Jan 2019 12:58:50 GMT

Is this reproducible in your dev and test environment? Have you updated to a new version or patch recently?

Re: Catalog item search results in the service portal stopped appearing suddenly

arnabwa — Thu, 10 Jan 2019 13:14:49 GMT

Hi Brian,

Thanks for taking interest in my problem. Appreciate your enthusiasm.

You hit the bull's eye. Yes there has been a patch upgrade recently. I checked right away as you mentioned.

However, not sure why would this functionality break. Any suggestions or should I approach HI?

Thanks,

Arnab

Re: Catalog item search results in the service portal stopped appearing suddenly

brianlan25 — Thu, 10 Jan 2019 13:22:53 GMT

If it is reproducible in the other environments I would say Yes go to HI. I tried searching to see if there where any known issues but I have now found anything for Kingston. I could be a bug that was introduced by the patch that they do not know about yet.

Re: Catalog item search results in the service portal stopped appearing suddenly

wadeaux — Mon, 14 Jan 2019 20:37:58 GMT

Did you get a patch recently? This happened to us last week after Kingston patch 12. It was affecting service portal as well as platform searches. We opened a case on HI but after a few days it magically started working again with no fix. I believe it was some kind of caching issue. We are getting the patch for prod next weekend and I expect we will see it again.

Re: Catalog item search results in the service portal stopped appearing suddenly

User179407 — Mon, 14 Jan 2019 20:42:21 GMT

We upgraded to Kingston Patch 11 and faced this issue, see below the reply from HI support.

This is a known issue reported in PRB1244576. There is a workaround for this by modifying the data fetch script on the search source record:
http://instancename.service-now.com/nav_to.do?uri=sp_search_source.do?sys_id=c96eb1686721220023c82e08f585efff

Please edit line 16 of the Data Fetch Script to pass in the catalog value which is set earlier in the script.

Current code:
if (!catalog_item.canViewOnSearch() || !catalog_item.getFirstAccessibleCategoryForSearch()) {

Workaround Code.
if (!catalog_item.canViewOnSearch() || !catalog_item.getFirstAccessibleCategoryForSearch(portalValue)) {

Hope this helps.

Suraj Chauhan

Re: Catalog item search results in the service portal stopped appearing suddenly

arnabwa — Tue, 15 Jan 2019 10:47:25 GMT

Hi Brian,

Yes it is same in both Dev and Uat. I have gone for HI incident. Meanwhile workaround has been provided by @Suraj Chauhan in this thread. I will fix it according to the work around but the HI incident is for the client satisfaction.

Thanks a lot for your quick guidance.

Arnab

Re: Catalog item search results in the service portal stopped appearing suddenly

arnabwa — Tue, 15 Jan 2019 10:49:36 GMT

Yes exactly patch12 has introduced this issue.However it didn't get fixed automatically as the case with you. Poor guy myself may be. But thanks for your information and participation.

Arnab