How to achieve the service portal Search source configurations

[Resourc]

I have a requirement related to the Employee Portal search bar:

• I configured the search source to display results with the Incident number.

• Currently, when a user selects a result, it opens in the form view.

• The requirement is to open the result in the ticket view instead.

What I tried:

• Configured the typeahead with ticket as the result type, but it did not work.

Can anyone please guide me with the correct configuration steps to make the search results open in ticket view instead of the form view?

Currently in form view screenshot

But we need in ticket view similar to below 

Thanks in advance

[kaushal_snow]

Hi, @Resourc ,

You can fix this by updating the Search Source for the Incident table in Service Portal > Portals > Search Sources, then adjusting the Search Results Action (in sp_ai_search_results_action_config) to use your portal ticket view URL instead of the backend form view so that clicking a result opens the ticket view instead of the form...

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[Resourc]

Hi @kaushal_snow 

I am not able to find - Search Results Action (in sp_ai_search_results_action_config) in
Service Portal > Portals > Search Sources, 
Can you please guide me steps

[kaushal_snow]

Hi @Resourc ,

Navigate to Service Portal > Portals > Search Sources, select the relevant search source, and in the Search Results Action field, create or modify a record in the sp_ai_search_results_action_config table with the following settings.....

set the Table field to incident, the Action Type to URL, and the URL field to /incident/{sys_id}?view=incident_ticket_view, replacing {sys_id} with the appropriate variable or reference to the incident's sys_id; then, assign this action configuration to the search source record....try it once..

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

[Ankur Bawiskar]

@Resourc 

this link has approach which might help you

AI Search - redirect to Portal page instead of backend form not working 

see this as well

Changing the AI Search navigation on Employee Center [How-To] 

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