question Service Catalog Categories not displaying in ITSM forum

Service Catalog Categories not displaying

daved999 — Wed, 20 Mar 2019 00:58:59 GMT

Hi Everyone,

I am attempting to update our Service Catalog (previously deactivated), however I am not seeing any categories listed in the portal, even though there are individual items appearing:

I have confirmed all catalog items and categories are active and that the associated workflows are also published.

On reading previous posts, there were some instances where categories that had empty records caused this behaviour, so I have also removed any catalog items that had empty records (most of these appeared to be out of the box features such as "catalog definition"). I have also cleared the cache on my instance, just in case the updated records weren't refreshed.

Any advice you can provide would be appreciated.

Regards,

Dave

Re: Service Catalog Categories not displaying

Hardik Benani — Wed, 20 Mar 2019 01:03:42 GMT

Can you click on the icon next to category check box and see if the items are listed under category? if the categories have no items they won't be displayed.

Re: Service Catalog Categories not displaying

daved999 — Wed, 20 Mar 2019 01:07:36 GMT

Yes, I can see the items (all marked as active):

Re: Service Catalog Categories not displaying

Hardik Benani — Wed, 20 Mar 2019 01:13:20 GMT

hmm - a bit strage what version of ServiceNow are you on? I can check the widget. Also check if this catalog is linked to portal.

Re: Service Catalog Categories not displaying

Hardik Benani — Wed, 20 Mar 2019 01:16:58 GMT

Also you can try Ctrl + Right Click on the category widget and see if the Instance options are set correctly and it it is using OOTB widget in Page designer.

Re: Service Catalog Categories not displaying

daved999 — Wed, 20 Mar 2019 01:30:21 GMT

Okay, it appears things have changed a little in Kingston. I'll do a little more research and report back.

Re: Service Catalog Categories not displaying

daved999 — Wed, 20 Mar 2019 04:41:45 GMT

I have now confirmed the catalog is linked to the portal and I can't see any differences between my DEV and PROD instances in the instance options (the categories work fine in DEV).

Obviously I've disabled an option somewhere!

Hardik, thank you for all the suggestions.

Regards,

Dave

Re: Service Catalog Categories not displaying

daved999 — Sun, 31 Mar 2019 21:52:37 GMT

This ended up being quite simple... it was just the Service Catalog main page itself which had been set to inactive. The individual catalog items will still appear under "popular items" and will function if left active.

So if you want to temporarily disable your catalog in a portal, it's not a simple matter of setting the actual service catalog to inactive, apparently you would need to set every item to inactive.

Dave

Re: Service Catalog Categories not displaying

Hardik Benani — Tue, 02 Apr 2019 15:55:50 GMT

Yes if a user knows the direct URL of the item and if they have access they will be able to see it. Only was then would be to make items active to false or add the user criteria to the item so they it can't be accessed.