How to redirect ESC portal home search to portal ticket page
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07-28-2025 08:08 AM
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!
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07-28-2025 09:56 PM
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
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07-28-2025 10:15 PM
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.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader