Related Articles not displaying on Catalog Item in Service Portal

[KaveeshaF]

Hi Community,

I am facing an issue where the Related Articles configured for a Catalog Item are not being displayed on the Catalog Item page in Service Portal.

I have added the required Knowledge Articles to the Related Articles related list of the Catalog Item and verified that the articles are saved successfully. However, when I open the same Catalog Item in Service Portal, the Related Articles section does not display the articles.

Expected behavior:
The Knowledge Articles added under the Catalog Item's Related Articles related list should be displayed on the Catalog Item page in Service Portal.

Actual behavior:
The Related Articles are configured on the Catalog Item record, but they are not displayed in Service Portal.

What I have checked so far:

1. The Knowledge Articles are successfully added under Related Articles on the Catalog Item.
2. The Catalog Item is active and available in Service Portal.
3. The Knowledge Articles themselves are active/published and accessible.
4. I have verified that the articles are not simply missing from the Catalog Item record.

Could someone please advise what other configurations could prevent the Related Articles from appearing?

In particular, I would like to confirm whether I should check:

• Related Articles widget / widget instance configuration
• The number of articles configured in the widget instance options
• Knowledge Base / Knowledge Article access and user criteria
• Service Portal page configuration
• Any Knowledge Management or contextual search configuration
• Any other Catalog Item or Service Portal configuration that controls the display of Related Article

[boteeuwen]

I would first check the Service Portal page and widget setup, because adding articles to the Related Articles list on the Catalog Item does not always mean they are automatically rendered by the main catalog item widget.

Make sure the Knowledge Related Articles widget is actually present on the sc_cat_item page. Then open the widget instance options and check whether the maximum number of articles is set to a value higher than 0.

It is also worth checking whether the page has been customized. If you are using a cloned catalog item page, review it in the designer tool and confirm it's present.

ServiceNow has some useful documentation here:

https://www.servicenow.com/docs/r/servicenow-platform/knowledge-management/configure-related-items-w...

You can also review the catalog item behavior in Service Portal here:

https://www.servicenow.com/docs/r/zurich/servicenow-platform/service-catalog/catalog-on-portal.html

If the widget is present and configured correctly, I would compare the behavior with an out of box portal page. That usually helps identify whether the issue is caused by customization or by Knowledge access.

If this helped, can you mark it as a solution or helpful?

[yashkamde]

Hello @KaveeshaF ,

So as you have ensure all the checks..

adding also ensure that if you are having custom page or SC Cat Item ootb page so it should include the Knowlege Related Articles widget :

In my case I checked working properly :

If my response helped mark as helpful and accept the solution.