How to fix it

  1. Navigate to Service Portal > Portal Configuration > Search Sources or filter navigator for sp_search_source.list.
  2. Verify active search source records exist for catalog items (table: sc_cat_item) and knowledge articles (table: kb_knowledge).
  3. If missing, create new search source records with these values:
  • Catalog Items: Table=sc_cat_item, Display field=short_description, Active=true
  • Knowledge: Table=kb_knowledge, Display field=short_description, Active=true
  1. Navigate to your Service Portal page (Service Portal > Portal Configuration > Pages) and open the page containing search.
  2. Click on the Search Sources widget instance and select Edit option schema.
  3. In the sources field, ensure it includes the content types you need (e.g., sc_cat_item,kb_knowledge).
  4. Check if content is actually searchable by navigating to the specific record (catalog item or KB article) and verifying Active=true and proper workflow state.
  5. For recently published content, check indexing status at Text Search > Administration > Index Management or filter navigator for ts_index_queue.list.
  6. If indexing is stuck, trigger manual reindexing by navigating to Text Search > Administration > Index Definition, find your content table, and click Regenerate.
  7. Test user entitlements by impersonating the affected user and checking if they can view the catalog items/KB articles directly through the platform UI.
  8. For catalog items, verify user criteria by checking Available for > User criteria on the catalog item record.
  9. Clear your browser cache and test search again, as portal widgets can cache search configurations.
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Test search as admin first - if admin sees results but regular users don't, it's definitely an entitlements issue. If admin sees no results, focus on search source configuration and indexing.