How to redirect ESC portal home search to portal ticket page

AnilM99
Tera Expert

Hi Team,

My requirement,

When I search for an RITM or incident number, it redirects to the UI 16.

But I want to redirect to the portal ticket page.

I tried different ways, but it's not working

 

Help me on the same

Thanks,

Anil!

2 REPLIES 2

Shruti
Mega Sage
Mega Sage

Hi

If AI search is enabled, configure AI Search Results Action Configurations [sp_ai_search_results_action_config]

If AI search is not enabled, follow below steps

a. Navigate to Service Portal -> Portals

b. Open the portal and go the Search sources related list

c. Open the search source for RITM/Incident no. and update the search page template

Shruti_0-1753764928450.png

 

Ankur Bawiskar
Tera Patron
Tera Patron

@AnilM99 

check this link

AI Search - redirect to Portal page instead of backend form not working 

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
Certified Technical Architect  ||  9x ServiceNow MVP  ||  ServiceNow Community Leader