AI Search on Portal level

[ar1]

Hi All,

We recently enabled the "AI Search" on the service portal level and when we search catalogs, knowledge articles , Records producers and Order guides with the keywords, Catalog item records are being opened in their form view, not the portal view.

We gone through the threads and articles but no luck.

Can anyone help us on the issue.

We're in Xanadu version.

Note: We took a copy of the OOB search application and added the copied one on search application level. 

Advance thanks.

[Maik Skoddow]

Hi @ar1 

How to Fix

1. Check and Configure AI Search Result Actions

• Navigate to: All > Service Portal > AI Search > Search Result Actions

• Filter by your portal and find the configuration for the relevant table (e.g., sc_cat_item for catalog items).

• Ensure the following fields are correctly populated:

  • Service Portal: The portal you are using (e.g., Employee Center)

  • Portal Page: The correct page for the record type (e.g., sc_cat_item for catalog items)

  • Action Name: The appropriate action (e.g., view or open)268.

• Test: After saving, test the search again.

Tip: If you have multiple portals or custom pages, ensure the correct portal and page are selected for each table.

2. Review and Revert Customizations to SPSearchResultActions

• Check for customizations: If you or your team have overridden the OOTB Script Include SPSearchResultActions, revert to the original version or update it according to the latest ServiceNow guidance.

• Import updates: ServiceNow sometimes provides XML updates for this script to fix known issues7.

• Set "Replace on Upgrade": For future upgrades, ensure the script is set to be replaced on upgrade to avoid regression7.

3. Verify EVAM Action Assignments

• Check EVAM: Make sure that the navigation action for the relevant table (e.g., sc_cat_item) is assigned correctly in the EVAM configuration for your portal3.

• Order of Actions: If there are multiple EVAM views, ensure the correct action is assigned to the AI Search Result Action

Maik

[ar1]

Hi Maik,
Thanks for the response.

We followed all your steps but still Catalog item records are being opened in their form view, not the portal view.

Still the URL level we're seeing as  "https://ABCdev.service-now.com/sp?id=form&table=sc_cat_item&sys_id=43".


Advance thanks.

[ar1 · Accepted solution]

We have created new AI search actions for each table [ Catalog items, Order guides and Knowledge articles ] and it's working fine.