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Not a full list of catalogue items being displayed. Is there a limit to how many can appear on a page even after load more has been selected?


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Hello all,

We have a particular service in our service portfolio that has a lot of catalogue items in it, due to the complex requirements of the service and the various different level of Service Level Agreements and priorities for these catalogue items.

I needed to put one live this week, which has brought some areas of the business above 30. As we tailor our catalogue to visibility of catalogue items to what they consume by each business area department, meaning they get a tailored portal with catalogue items that are relevant to where they sit in the business.

It has come to light that although I've made this live and triple checked the visibility, they can not see the item, however I could but because where I sit in the business I need to be subscribed to a lot fewer catalogue items under that particular service.

I initially thought this was likely to be a browser cache issue, however I've had reports from multiple members and they can't see the item. However if you search for it, it does appear but it is not listed when browsing through the service.

I've then decided to include myself into all of the catalogue items the business area that reports the issue in, and I'm able to fully mimic the issue.

Has anyone else come across this, and is there a limit, that's set somewhere in the configuration of the employee portal which needs increasing?

Or is this a fault the requires support to investigate?

Many Thanks

Adam

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Hi @Martyn Houghton,

Thanks for your message.

Yes, even after pressing the load more button the missing catalogue item doesn't appear. Yet when you search using the search feature it does. The only way I can describe it, is like we've hit some sort of limit. But there isn't a setting I've seen for being able to define a limit or change when the load more button appear for the number of catalogue items being displayed.

As my colleague who helped us configure the employee portal has left, I'd say that's probably where I have the biggest gap in terms of configuring the portal, so just wondered if anyone else has come across this issue, or if there is some sort of setting to change number being displayed at one time, I could tweak it?

 

Many Thanks

Adam

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Hi @Adam Toms,

There is no limitation to how many Catalog Items you can add to a service. The "Load More" button should load the rest of the services and we never had issues with this, but we'll look at this again.

Separating the issue of the Load More, I don't think is a good idea to have so many Catalog Items in a service because I don't see how a user would start clicking on the Load More button to see if the finds that item. In terms of usability is just too much.

We'll keep you updated.

Regards,

Daniel

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Thanks @Daniel Dekel for confirming there is no limit.

Without wishing to go in to too much detail (due to the sensitive nature of what we do) I wanted to provide some background to why we've done it this way.

It is a complex service, and this is the only one that gets anywhere near this in terms of the number of catalogue items being available, but given the nature of our telemetry estate, we need incidents, for the application, various communication paths to cover cellular and fixed for example and the specialist hardware. All with various different SLAs preconfigured for the different agreements with our suppliers our OT and IT department etc. As you can imagine requests for access and new kit it's incredibly easy without trying to get to the number we've reached.

We did try and separate some of this out but this created big issues with incorrect tickets being logged, customers not being able to find the right location etc. etc.

By grouping under the one service we could guarantee that everything that was in support that had been agreed in the one place for our customers and colleagues to request.

I hope this background information helps and to help with any testing this seems to occur when subscribed to 30 or more catalogue items in one service, when you split this between 15 incidents and 15 Service Requests it's not lots when you have a complex service like this.

Many Thanks

Adam

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Hi @Adam Toms,

Thank you for your explanation. I was able to replicate and find the issue. Apparently the first list of Catalog Items is not returning the correct order making it show a slightly different list than required. Then when you press "Load More..." it shows the correct order of the list, but is a different form the first one (if it makes sense). Apparently this has been the way it worked since day one, but no one noticed.

We are now making a new build if the Core App, and as soon as it passes our testing we'll promote that build. I think it will be available at the beginning of next week.

Sorry for the inconvenience. 

Regards,

Daniel.

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