question Re: Cannot see any catalog items while creating the "Open a catalog item (SP)" ATF step in Virtual Agent forum

Cannot see any catalog items while creating the "Open a catalog item (SP)" ATF step

zmroczkowska — Mon, 17 Nov 2025 14:34:41 GMT

I want to create the "Open a catalog item (SP)" ATF step, but in the [Catalog item] field I cannot see any catalog items, even though I selected correct portal and page. The items I am looking for exist and are visible in the portal and they are record producers (i tried "Open a record producer (SP)" too, and the issue is the same). I am an admin user, so it is not any issue related to access.

Do anyone have any idea why I cannot see the record producers/catalog items in the list?

Re: Cannot see any catalog items while creating the "Open a catalog item (SP)" ATF step

MaxMixali — Mon, 17 Nov 2025 14:45:00 GMT

Hi, can you check this: only lists catalog items
/ record producers that satisfy BOTH of these conditions:

1. The item is associated with the exact Service Portal you selected

2. The item is associated with the exact page you selected

3. The item is marked as “Available for Service Portal”

4. The item is in a Visible Catalog Category

5. The item is NOT restricted by User Criteria

6. The “SP Test Page Map” is not broken (common cause)

if this condition it's not respecting you can't se the item, please check it

Re: Cannot see any catalog items while creating the "Open a catalog item (SP)" ATF step

Sardash — Tue, 18 Nov 2025 07:06:21 GMT

@zmroczkowska -

1. Ensure the portal and page you selected in the ATF step are the same ones where the item is visible. If the catalog item or record producer isn’t associated with that portal/page, it won’t appear.

The item must be:

Active
Available in the selected catalog
Associated with the portal you chose

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If my response helped, please mark it by selecting "Accept as Solution" and " Helpful."

Re: Cannot see any catalog items while creating the "Open a catalog item (SP)" ATF step

Ankur Bawiskar — Tue, 18 Nov 2025 07:32:58 GMT

@zmroczkowska

Did you select the correct portal?

that catalog item has user criteria associated to it?

is that user criteria blocking you?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

Re: Cannot see any catalog items while creating the "Open a catalog item (SP)" ATF step

zmroczkowska — Tue, 18 Nov 2025 17:51:27 GMT

Hi,

1. Yes

2. Yes

3. Yes

4. This catalog item does not belong to any category

5. "Available for" and "Not available for" are defined for this record producer. In the firs "Impersonate user" step I selected a user that has access to this item

Re: Cannot see any catalog items while creating the "Open a catalog item (SP)" ATF step

zmroczkowska — Tue, 18 Nov 2025 17:52:32 GMT

Hi,

1. Yes, the correct portal and correct portal page are selected

2. The item is active, availeble in the selected catalog nad associated with the portal

Re: Cannot see any catalog items while creating the "Open a catalog item (SP)" ATF step

zmroczkowska — Tue, 18 Nov 2025 17:57:25 GMT

Hi,

Yes, I am sure I selected the correct portal and the correct portal page. We have two record producers in the sc_cat_item page and none of them are visible in the [Record producer] field in the ATF step as presented in the attached ss.

Yes, the user criteria are defined for this catalog item, but as admin I have access to them and in the ATF I selected to impersonate a user who has access to this catalog item as well.

Re: Cannot see any catalog items while creating the "Open a catalog item (SP)" ATF step

zmroczkowska — Tue, 18 Nov 2025 18:52:42 GMT

Found out that a catalog containing the catalog item seemed to be active, but in the reality it was not. Once I marked the catalog as "active", I can see the catalog item and select it in the ATF step