AI Search on ServicePortal not giving correct result and result count

Kumar116 · ‎09-17-2024

On searching two keywords with space in-between, search is not giving proper result. intially result count showing lesser but when clicking on header of result, result count showing very large number. This is happening when enduser with no any role is trying to use AI Search on service portal.

Is there any solution available to resolve this issue.

Isaac Vicentini · ‎09-18-2024

Hi @Kumar116 ,

This is a known issue and the Servicenow engineering team is developing the solution for it.

This problem is expected to be resolved in the following ticket: PRB1691600.

The support team recommends turn off the tab count as a workaround. The counter will not appear for each tab, but the results will not change when changing tabs.

To turn off the tab count, go to your Search Application and uncheck the "Show Search Results Count" checkbox.

If my answer helped you in any way, please mark it as correct/helpful 🙂

Regards,

Isaac Vicentini.

Best regards,

Isaac Vicentini
MVP 2025 ✨

If my answer was helpful, mark it as Helpful or Accept as Solution.

Kumar116 · ‎09-18-2024

Hello Isaac, thanks for your response and making me aware about open problem ticket. In my case, there would be some other issue because results displaying after pressing enter is something else which changes once tab headers are clicked. For example, intial displayed values on pressing enter are Total(10), Catalogitem(2). on clicking catalog item , Total(650), catalog item(340), kb article(310).....there are many irrelevant results also showing, not sure from where this is happening.

Isaac Vicentini · ‎09-19-2024

This is confusing AI Search behavior, but let me explain:

Lets assume you searched for "Request Access", the AI Search engine tokenizes your search and transforms it into two words: "Request", "Access".

At first, in all tab you will notice that the search engine looked for results that appear the two words together, the search engine uses the "&" operator to carry out this search, as if it were "Request" & "Access" so it appears less results.

When you click on a tab, the search engine no longer uses the "&" operator, from now on it uses the "OR" operator, so your search becomes "Request" OR "Access", thus creating a search with much more results because the words are being searched separately.

This is standard AI Search behavior, but it's actually quite confusing, so Servicenow is working to improve it in the Yosemite version.

The workaround I mentioned to turn off tab count prevents this behavior of using the "OR" operator when clicking on a tab, thus bringing only the most relevant results.