"Service item not found" error when optional products are enabled in Web Portal (4384363)

When the configuration parameter ServerConfig/ITShopConfig/VI_ITShop_AddOptionalProductsOnInsert is enabled, ordering a product in the Web Portal triggers the error:

Error: getServiceItem - service item not found

This occurs when the optional dependent product (such as an account definition) is not assigned to any IT Shop shelf or service category.

The error appears because the portal attempts to resolve the dependent product as a valid IT Shop service item, but the item is not published or requestable in the IT Shop.

This is by-design behavior. In the Angular Web Portal, every dependent product must be a valid, requestable IT Shop service item. This is because each dependent product creates its own PersonWantsOrg (PWO) object, which is required for the approval and renewal workflow.

If a dependent product is not published to the IT Shop (no shelf/service category assignment, or hidden via IsToHideFromITShop on AccProduct), the getServiceItem API call returns empty and the portal displays the error.

This behavior differs from the legacy WebDesigner portal, where optional dependent products did not require a service category.

Option A - Create a hidden shelf for dependent products (recommended):

1. In Manager, navigate to IT Shop > Service catalog > Hierarchical by service categories.
2. Create a new service category (e.g., "Internal Dependencies").
3. Assign the dependent account definitions to this new service category.
4. Use filter conditions on the product request page to hide this category from end users, so they cannot request these items directly.
5. Verify: Order the parent product again - the optional products dialog should now work without error.

Option B - Disable the optional products feature:

1. In the Administration Portal, navigate to Configuration parameters.
2. Search for: ServerConfig/ITShopConfig/VI_ITShop_AddOptionalProductsOnInsert
3. Set value to false.
4. Save.

This disables the optional products dialog entirely. Mandatory dependencies are still added automatically.

Option C - Remove the problematic dependency:

1. In Manager, find and select the parent product service item.
2. Run task: Edit product dependencies for requests.
3. On the Dependent products tab, remove the account definition that is not published to IT Shop.
4. Save.