Cannot enable AI Search on typeahead search widgets in newly created Service Portal

[Anim Yeboah]

Hello,

I am unable to enable AI Search on the typeahead search widgets on all pages of a newly created Service Portal. The widgets are all missing the AI Search configuration options. 

Hints: 

1. The new Service Portal was developed within a scoped application. This problem occurs only on the target instance the application has been installed on, but not on the development instance. 

2. The AI Search results page with facets/filtering etc. works fine. This issue affects only the actual typeahead search widgets (which would provide AI search suggestions). 

I have tried the following:

- I have verified that AI Search is enabled on the instance and on the Portal itself.

- I have tried to reclassify the widgets for AI Search as described at https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/build/service-portal/task/reclassify-search-widgets.html

- I have tried to replace the search widgets with completely new ones. 

Please let me know if you have any suggestions to resolve this issue.

Regards,

Anim

[anubhavkapoor76]

Hi Anim,

Lets try to troubleshoot this:

1) Is your custom portal build on the baseline Service Portal? Also check this piece of documentation: https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/build/service-portal/task/enable-ais-sp.html

2) Also check this out if your search widget is customized: https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/build/service-portal/task/reclassify-search-widgets.html

For your point no 2) ensure that AI search is also enabled on the baseline portal from which you have build your custom portal.

[Alex Gonzales]

Hi Anu, How will I determin if the custom portal build on the baseline of "Service Portal, Employee Center (ESC), Consumer Service Portal, and Customer Service Portal"

[Anim Yeboah]

Thank you, Anu.

1) Yes, this custom portal is built on the baseline portal.

From the documentation:

1. Navigate to Service Portal > Portals and open a portal record.
2. On the form, select Enable AI Search.

"Enable AI Search" is not available on the custom Portal form; the entire "AI Search" form section is missing. However, AI Search shows as enabled when inspecting the record (e.g. "View XML"). The form section is available on the baseline portal and AI Search is enabled there.

2) I have reclassified the widgets per the documentation without success. 

Summary of issue:

A custom portal part of a scoped app has been installed on a target instance via Application Manager.

- The custom portal is missing the "AI Search" form section on the target instance only

- Typeahead widgets on the custom portal are missing the AI Search configuration options and show in the old non-AI Search style on the target instance only

[anubhavkapoor76]

Hi Anim,

Apologies as i lost the sight of your thread.

Were you able to resolve the 2 pending issues?

Follow the below steps and validate:

a) Everything is active and correctly configured in Search Application configuration (It should not be configured for Zing)

b) Everything is active and correctly configured in Search Profile.

c) Check in system properties and search with name contains "ais". If you find something weird then correct it.

Mark this helpful/correct if it works for you.

-Anu