After configuring AI Search, our service portal search suggestions are opening up ITIL page

[Rajini2]

After configuring AI Search, our service portal search suggestions are opening up catalog items and knowledge articles in ITIL view. I am using the latest Homepage Search widget. The search results page seem to work fine pointing to the service portal links. Did I miss any configuration for this?

https://123.service-now.com/com.glideapp.servicecatalog_cat_item_view.do?v=1&sysparm_id=30ef41bd3737...

[AnveshKumar M]

Hi @Rajini2 

You can configure AI search result action to open in Portal View. Follow the document below,

https://docs.servicenow.com/bundle/sandiego-servicenow-platform/page/build/service-portal/task/ais-r...

Please mark my answer helpful and accept as solution if it helped 👍✅

[Rajini2]

When you type a search keyword and hit enter, it brings up search results within the portal. But, when you click the results from the suggestions in search drop down, it takes you to ITIL view. 

[Christian Schum]

Hi @Rajini2,

did you found a solution for your problem? We have exactly the same issue with our AI Search but only on our development instance.

best regards,
Christian

[Rajini2 · Accepted solution]

Below is the Solution from HI. After upgrading, it resolved.

You are running into a known issue logged as PRB1625609. We are pleased to inform you that the fix for this issue is available in the Utah Patch 9 and Vancouver Patch 4 releases.

Please refer to the below KB article for steps to upgrade if required:
https://hi.service-now.com/kb_view.do?sysparm_article=KB0541128