Service Point "More" button returns no results

Products

• CA Service Catalog
• CA Service Desk Manager
• CA Service Management - Service Desk Manager
• ServiceDesk

Issue/Introduction

In Service Point when clicking the "More" button no offerings or request from Service Catalog are returned.

 

 

Environment

Service Desk and Service Catalog v17.3 and up

Cause

In troubleshooting Search Server with ElasticSearchHead we find that the catalog_index_service_request and catalog_index_service_offering indexes are there but they are empty.

Running pdm_es_rebuild_index.bat does not resolve the problem.

In the <installation folder for CASearchServer>\search\config\config.yml at line no 15 it shows:

catalog_index: service_offering, service_request

It should be:

catalog_index_service_offering: service_offering
catalog_index_service_request: service_request

Resolution

1. Update the <installation folder for CASearchServer>\search\config\config.yml with the following change, from:
   

   catalog_index: service_offering, service_request

   
   to:

   catalog_index_service_offering: service_offering
   catalog_index_service_request: service_request
   
   

2. Locate the nodes folder found in <installation folder for CASearchServer>\elasticsearch-<latest version>\data, and remove or rename it.
   
   
3. Re-run <installation folder for CASearchServer>\search\bin\pdm_es_rebuild_index.bat

Additional Information

Additional information about how to troubleshoot the Search Server can be found here: Search Server Troubleshooting

Additional information about configuring the indexes for Search Server can be found here: Perform Initial Load and Refresh Index and Data on the Search Server