How do I change the hyperlink for AI Search result items on the service portal?

[Ryan Magsam1]

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

[Kirby R]

Thanks for this. I'm still unable to make it work through using configurations. For now, it is still redirecting to form page. But I found a workaround by redirecting the page onload to the correct page in one of our widgets.

[AnamN]

Hi Kirby,

Can you please elaborate workaround here?

Thanks