Duplicate RITMs and Missing Catalog Item Images 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: Duplicate Catalog Request Items Displayed in Service Portal Symptoms Users see duplicate RITM entries or duplicate form sections on the Service Portal ticket/request page.Platform UI shows a single RITM, but Service Portal displays duplicates. Cause A duplicate Form widget was added to the Service Portal page (in the page designer), causing the same RITM form to render twice. Resolution Open the Service Portal Page Designer for the affected page: https://<instance_name>.service-now.com/$spd.do#/sp/editor/<page_id> (Replace <instance_name> and <page_id> with your instance and page identifier.)Inspect the page layout and widget list for duplicate Form widgets.Remove the duplicate Form widget so only one instance remains.Save and publish the page.Clear browser cache or test in a private window and verify the duplicate RITM no longer appears. Verification Open the same request in Service Portal and confirm only one RITM/form is displayed.Confirm platform UI and Service Portal show consistent RITM behavior. Issue 2: Catalog Item Images Not Displayed in Service Portal Symptoms Catalog item images display correctly in the Platform UI but are missing in the Service Portal.Issue observed in environments using Domain Separation. Cause Images were saved to a non‑Global domain. Service Portal does not support Domain Separation for image assets; images must exist in the Global domain to be visible in the portal. Resolution Identify the image records associated with the affected catalog items (for example, sys_attachment or image records on the catalog item).Confirm the domain of each image record.Move or re-create the images in the Global domain: Re-upload the images while scoped to the Global domain, orExport and import the image records into Global, orUpdate attachments to reference Global domain copies. 4. Update the catalog item image reference to point to the Global domain image record. 5. Clear Service Portal cache and verify images render. Verification Open the catalog item in Service Portal and confirm images are visible.Confirm images remain visible across sessions and nodes. Combined Troubleshooting Checklist Confirm the Service Portal page does not contain duplicate widgets.Confirm catalog item images are stored in the Global domain for Domain-Separated instances.Clear the browser cache or test in a private session after changes.Test across multiple nodes or browsers to ensure consistent behavior. Preventive Recommendations Use a single Form widget per ticket/request page; document page customizations and review them before publishing.Store shared assets such as images in the Global domain when Domain Separation is enabled.Maintain versioned backups of portal pages and widget configurations to allow quick rollback.Include portal rendering checks in deployment testing across supported browsers. When to Contact Support Open a ServiceNow Support case when: You cannot locate or remove the duplicate Form widget in the Page Designer.You cannot move or re-create images in the Global domain due to permission or domain configuration constraints.Provide: instance name, page ID or URL, affected catalog item IDs, screenshots, and reproduction steps. 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 the issue column.