prevent redirection of catalog item to backend view

[may13]

Hi everyone,

I need your help with a requirement.

When I open a catalog item or software catalog item in the Employee Service Center (ESC), it redirects me to the backend view of the catalog item.

I would like to prevent this redirection.
Does anyone know how to resolve this issue?

Thanks in advance!

[swapnali ombale]

Hi @may13 

Check Search Result Actions:

• Navigate to Service Portal > AI Search > Search Result Actions.
• Filter the list based on the portal you're using.
• Find the "Catalog" result configuration.
• Ensure the correct Service Portal, Portal Page, and Action Name are populated.
• If the URL in the search result is incorrectly pointing to "id=form", it should be "id=sc_cat_item". 

2. Review Page Route Maps:

• Go to Service Portal > Page Route Maps.
• Verify that the route map for sc_cat_item is correctly mapped to esc_cat_item. 

3. Investigate Client Scripts:

• If you've customized the SC Catalog Item widget, ensure that any client scripts (onLoad or onSubmit) aren't inadvertently redirecting to a backend page. 
• If you're using a custom widget, check its code for any redirect logic. 

4. Examine Widget Configuration:

• Go to Service Portal > Widgets and find the SC Catalog Item widget. 
• Check the widget's instance options for any configurations related to redirection. 
• Ensure the "auto_redirect" option is unchecked if you don't want automatic redirection. 

•  

[may13]

Hi @swapnali ombale 

Actually, what happens is:
When I search for any catalog item in the ESC search bar, and open that catalog item it redirects to the backend view.

However, under the "Recommended for You" section, there's one request that opens correctly in the ESC view — it doesn't redirect to the backend.

But when I search for that same request in the search bar and open it from the results, it redirects to the backend view again.

[swapnali ombale]

@may13 

Have you tried below solution 

This is because of the part in the URL that says "id=form", this should say "id=sc_cat_item". To change this behavior, check the Search Result Action. 

Navigate to: Esc Portal > AI Search > Search Results Action. Filter the list based on the portal you are using, then find the 'Catalog' result configuration. On the form, ensure the correct Service Portal, Portal Page, and Action Name are populated. 

table name : sp_ai_search_results_action_config

[may13]

@swapnali ombale I tried but its not working