When searching up catalog items on the Service Portal, they don't appear if there are not categories associated with said item.
This is expected behaviour and has been designed this way.
Kingston and later releases
This is caused by a predefined Search Source (see Additional Information) which excludes any catalog item without a category defined.
You will need to either create your own Search Source (see Additional Information) or modify the existing one.
The following record controls this configuration:
You can also import in the Jakarta version of the above record which allowed catalog items without a category to be searched.
See the steps below and ensure you test this thoroughly on a sub-production instance:
- Download the attachment file - sp_search_source_c96eb1686721220023c82e08f585efff.xml
- Navigate to any list on instance
- Perform an 'Import XML' and import the attached file.
Search Sources Documentation: Service Portal search
Import XML Documentation: Import an XML file