Issue
Catalog items are not returned when searched for on the Service Portal.
Release
Applicable to all supported releases.
Cause
This issue typically occurs when the sc_cat_item table (which extends from sys_metadata) is not fully indexed. Without proper indexing, catalog items may not be searchable through the Service Portal.
In some cases, updating a single catalog item record can trigger indexing and make it visible in search results.
Resolution
To resolve this issue, reindex the sc_cat_item table—or the sys_metadata table if more broadly affected.
This can be safely done using real-time indexing, which allows records to be reindexed without impacting existing search results.
Important: Reindexing the sc_cat_item_content search source will remove deactivated items from search results on the ESC portal.
Recommended Steps
- Identify if the indexing issue is limited to sc_cat_item or affects related metadata tables.
- Perform a real-time reindex using the documented method below.
- Confirm that catalog items now appear in portal search.