How do I change the hyperlink for AI Search result items on the service portal?
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08-28-2023 01:07 PM - edited 08-28-2023 01:10 PM
We want to switch to AI Search on our service portal, but need to retain a current incident search feature that we have. Users can currently search for a specific incident number and view the incident on our service portal using a Zing search source.
I've set up AI Search and created a new search configuration with a new index on the task table (incident is just one of a few types of records we want to see on the task table). I'm now able to search for an incident number and see that incident in the AI Search results. However, when I click on the result I'm routed to the incident.do UI page on the platform instead of the "form" page on the service portal. The relative link I need is "/sp?id=form&table=incident&sys_id=sys_id_here". How do I change this configuration so the user can see the incident on the service portal page instead?
I have been able to successfully create a search result configuration with a custom view template for incident records, however this breaks the link functionality completely, and the search results cannot be clicked at all.
Thanks!
Ryan
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08-28-2023 08:27 PM
according to the documentation at https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/build/service-portal/task/ais-resu... you should be able to achieve your requiremnent.
Maik
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08-29-2023 06:08 AM
I had also created an AI Search result action too, but it didn't have any effect. I'll do some more testing with it today to see if I can get it to work. Thanks Maik!
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04-23-2024 06:30 AM
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04-23-2024 10:55 AM
It's been while now, so my memory is not good. What I learned was AI Search configuration is extremely complex!
Creating the AI Search Result action is the key part, but could be hindered by anything misconfigured in a custom configuration. I found that when the configurations (AI Search application, search bundles, search sources, search result configurations, etc...) were kept at OOB, the AI Search Result action worked as expected, but didn't work so well with my custom setup, but to this day I have no idea why. Sorry!
One thing to remember with the Service Portal, if you are using your page route maps correctly, you may not need to worry about AI Search result actions. But, every requirement is different, so....
