AI Search Suggested result on service portal

[Kumar116]

AI search configured for serviceportal is not showing correct results when user clicks on results displaying in suggested result dropdown, however same is working fine when pressing enter and opening from respective indexed tabs.

link that is being generated capturing two sys_id, ideally it should capture only one sys_id because on removing one sys_id manually from link, its working fine. But not able to find why its capturing two sys_ids.

Can anyone help here.

related configurations are attached here,

[mikeadams85]

I was having an issue where inactive catalog items and topic pages were appearing as Suggested Results for users if they had previously clicked on that item (which is now inactive). After a lot of troubleshooting, I began opening a case with support and they presented this article to me: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584397

For some reason, that table (sys_search_signal_result_event) doesn't purge results once the item linked in the Result DocID becomes inactive, which seems silly to me. We're planning to come up with a way to purge records when KB articles, Catalog Items, and Topic pages become inactive.