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Description

In Orlando, only the catalog item images or blank records are displayed when searching catalog items in Service Portal.
This happens when the search page is using the OOTB or a custom "Typeahead Search" widget.


Facet Search was disabled based on the below documentation, but the issue is the same:
https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/build/service-portal/task/enable-facets.html
https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/build/service-portal/task/disable-search-facets.html

If the search page uses "Facet Search" widget, then the issue does not occur.

Steps to Reproduce

  1. Disable facets inactivating the following OOTB Page Route Maps:
    /nav_to.do?uri=sp_page_route_map.do?sys_id=3821492587001300a785940307cb0bef

    2. Log into the Orlando instance
    3. Go to /sp
    4. Search by mobile
    5. The following page will be displayed:
    /sp?id=search&spa=1&q=mobile 

    Actual behavior
    Notice empty rows are displayed if the catalog items do not have associated an image. Other way, only the catalog item images and prices are displayed
    If Facets Search is enabled, then the item catalog names and descriptions are displayed.  

 

 

Workaround

This problem is currently under review. You can contact ServiceNow Technical Support or subscribe to this Known Error article by clicking the Subscribe button at the top right of this form to be notified when more information will become available.


Related Problem: PRB1396726

Seen In

SR - IRM - Audit Management - New York 2019 Q3
SR - IRM - Audit Management PA Content - Madrid 2019 Q1
SR - IRM - GRC Profiles - Madrid 2019 Q2
SR - IRM - GRC Workbench - New York 2019 Q3
SR - IRM - PA Premium Integration - New York 2019 Q3
SR - IRM - Policy and Compliance - Madrid 2019 Q2
SR - IRM - Policy and Compliance PA Content - Madrid 2019 Q1
SR - IRM - Risk Management - New York 2019 Q3
SR - IRM - Risk Management PA Content - Madrid 2019 Q1
SR - ITOM - CMDB CI Class Models - 201909
SR - ITOM - Discovery and Service Mapping - 201908
SR - ITOM - Discovery and Service Mapping - v1.0.35
SR - PAR - Performance Analytics Content Pack for Service Portal - v1.0
SR - Security - Integration Framework - Madrid 2019 Q2
SR - Security - Support Common - Madrid 2019 Q2
SR - Security - Support Orchestration - Madrid 2019 Q2
SR - SIR - RecordedFuture Integration - New York 2019 Q3
SR - SIR - Security Incident Response - Madrid 2019 Q2
SR - SIR - Security Incident Response PA Content - New York 2019 Q3
SR - SIR - Security Incident Response UI Patch - London 2019 Q2 v.6.2.3
SR - SIR - Splunk Sighting Search Integration - Madrid 2019 Q1
SR - SIR - Store SecOps Setup Assistant - Madrid 2019 Q2
SR - SIR - Store Threat Core - Madrid 2019 Q2
SR - SIR - Store Trusted Security Circles Client - New York 2019 Q3
SR - SIR - Store Trusted Security Circles Client Advanced- Madrid 2019 Q1
SR - SIR - Threat intelligence - New York 2019 Q3
SR - SIR - VirusTotal Integration - New York 2019 Q3
SR - VR - Configuration Compliance - New York 2019 Q3
SR - VR - Qualys - New York 2019 Q3
SR - VR - Vulnerability Response - New York 2019 Q3
SR - VR - Vulnerability Response PA Content - Madrid 2019 Q2

Fixed In

Orlando Patch 3

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2020-07-21 09:07:02
Published:2020-04-15