AI Search - Return task results with partial ticket number

[Mary Beth Hutch]

I have successfully configured my AI Search Profile to return tickets - reference: 

AI search - Configure to search task table

My next issue is that this only seems to work if I have the FULL ticket number. I feel like I need to do something creative in the indexed source, where I am mapping the field "number" (maybe?)

Does anyone know how to proceed?

[Mary Beth Hutch · Accepted solution]

ServiceNow got back to me; unfortunately - this is a limitation

Issue:
The AI Search results are returned accurately if you search for the entire ticket number (INC000123456); when searching for 123456, no results are returned

Most Probable Cause:
The devs confirm this is the expected functionality.

Solution Proposed:
The way search works each "word" is indexed as a token.
This occurs on both the record/fields that are indexed and the search terms in the query.

So for example: task.number is INC000123456 becomes token [INC000123456].
When you search for 123456 you are searching for tokens that match [123456].
Broadly, that is how we index the number field on a task.

[Marcofg88]

Hi, did you manage to solve it?

[Marcofg88]

Hi, did you manage to solve it?
                                  

[Gemma4]

Do you know if it is possible to use AI to help automate ticket corrections. Specifically, we often receive requests from users who accidentally enter PII or PHI in the ticket work notes or activities, and we have to manually remove this data from the ticket history.

Is there a way to automate this process when a request is received? Additionally, is it possible to scan a defined group of tickets for PII or PHI and generate a report of the findings?

Thanks in advance for your feedback!