Order Guide: Catalog Items Not Displaying or Failing to Load in Service PortalIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Issue 1: Catalog Items Not Showing in the Order Guide Symptoms “Order guide has no items to order” message appearsSome catalog items do not appear under the Choose Options tabItems appear correctly in the platform UI but not in the Service Portal Cause Catalog items included in the rule base may have Hide on Service Portal set to true, preventing them from displaying even when included in an Order Guide. Resolution Verify the visibility settings of each catalog item included in the rule base: Open the catalog item recordLocate the field Hide on Service PortalEnsure it is set to false If this field is set to true, the item will not appear in the Service Portal Order Guide. Issue 2: Order Guide Options Page Keeps Spinning / Items Not Loading Symptoms Clicking Next in the Order Guide causes the page to spin indefinitelyCatalog items fail to load in the Choose Options tab Issue occurs when many catalog items (typically 30+) are included in the rule base Steps to Reproduce Log in as a System AdministratorCreate an Order Guide with simple variablesAdd 30+ catalog items to the rule base (no conditions)Open the Order Guide in the Service PortalEnter values and click NextIf all items load, add more items and repeat Cause When too many catalog items are included, the system attempts to process a very large JSON payload. Logs may show: Info Default-thread-10 CFFA5E5DDB12FC90CBD4A273149619E6 txid=d2f6eedddb52 Translation MetaData: table=sc_cat_item, hierarchy=[sc_cat_item_wizard, sc_cat_item_producer_service, sc_cat_item_producer, sc_cat_item_guide, pc_product_cat_item, pc_software_cat_item, pc_hardware_cat_item, sys_metadata, sc_cat_item, sc_cat_item_content, std_change_record_producer], translatedFields=[short_description, description, name] Warning Default-thread-10 CFFA5E5DDB12FC90CBD4A273149619E6 txid=d2f6eedddb52 WARNING *** WARNING *** Javascript compiler exception: String object would exceed maximum permitted size of 33554432 in:JSON.stringify(data) This indicates the JSON response is too large for the Service Portal to handle. Resolution Reduce the number of catalog items returned by the rule base: Review the rule-based conditionsLimit the total number of catalog items includedRemove unnecessary items or apply filtering conditions This prevents the JSON payload from exceeding the maximum allowed size. Additional Notes Items hidden from the Service Portal will never appear in Order Guides, even if included in the rule baseLarge rule bases can degrade performance and cause loading failures Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } All releases Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Please refer resolution under each issue listed