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Symptoms


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. 

Release


Kingston and later releases 

Cause


This is caused by a predefined Search Source (see Additional Information) which excludes any catalog item without a category defined. 

Resolution 


You will need to either create your own Search Source (see Additional Information) or modify the existing one.

The following record controls this configuration:

https://<instance-name>.service-now.com/sp_search_source.do?sys_id=c96eb1686721220023c82e08f585efff

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:

  1. Download the attachment file - sp_search_source_c96eb1686721220023c82e08f585efff.xml
  2. Navigate to any list on instance
  3. Perform an 'Import XML' and import the attached file.

Additional Information


Search Sources Documentation: Service Portal search

Import XML Documentation: Import an XML file

Article Information

Last Updated:2018-12-02 13:32:13
Published:2018-11-12
sp_search_source_c96eb1686721220023c82e08f585efff.xml