Incidents showing up in AI Search type ahead

[magee]

Hello community-

We have enabled AI Search

All is good except...

When I enter in an INC number, example: INC0012345, it shows up in the type ahead search results. The user can then click on the type ahead result and is taken to a page that we have NOT configured yet. 

While this is technically working as expected (I think), we do NOT want users to see INC tickets in the type ahead search results; at least not yet. In the future we want to allow users to search INC/PRB/etc tickets in the portal.

I've checked my search sources and the only sources configured are knowledge and catalog items. No where in my search sources is the INC table identified.

Anyone know how to get these INC type ahead search results removed from the type ahead search results?

Any suggestions are greatly appreciated 

[Sreeram Nair]

I think what’s happening is that type-ahead (auto-suggest) results are being pulled from the Global Search Index (default “sc” or “task” sources), not only from your explicitly configured “AI Search” sources.

So, try disabling the Type-Ahead for Task/Incident

1. Go to AI Search → Search Applications.

2. Open your search app (the one used by the Service Portal).

3. Scroll down to Typeahead Settings.

4. In the Data Sources section, remove or uncheck anything that includes Global Search or Task/Incident.

   • Keep only Knowledge and Catalog Items.

5. Save and Re-publish the search app.

[magee]

Thanks for the reply.

Unfortunately my views are not matching up to yours. We're on Xanadu for what it's worth.

Here's what I see:

Portals>Open service portal used by us

Under AI Search, I have 2 reference fields: Search Application/Search Results Configuration

I open the record in Search Application (this is the same file as if I were to go to AI Search -> Search Applications)

As I scroll down to the related lists section, I do not see Typeahead Settings. I do see Autocomplete Suggestions. 

To see if Typeahead Settings was a related list i needed to add, I looked at the related lists available to add but didn't see anything relating to Typeahead Settings.

The related lists I see on this Search Application page are:

1. Facets (4)
2. Navigation Tabs (2)
3. Autocomplete Suggestions (3)
4. Search Script Post-processors (1)
5. Sort Options (1)
6. Customer matchers for Search Applications

Perhaps we're on two diff versions or I could be out in left field looking in the wrong areas...

Can't do screenshots unfortunately as our site is self hosted

[magee]

Update to my last entry. Stumbled across this article.

I went into my Search Application and disabled Enable Exact match.

Reran my indexing and INC numbers are no longer search able. 

Not sure this is the best work around. Happy to try anything else you recommend

[Sreeram Nair]

I think, in Xanadu (and newer releases), ServiceNow renamed and refactored several parts of AI Search configuration. What used to be “Typeahead Settings” and “Typeahead Sources” were consolidated under “Autocomplete Suggestions” and “Exact Match” logic.

Your workaround is valid for now, disabling Exact Match stops INC results immediately.
To refine you can go to Autocomplete Suggestions under your AI Search Application and add filters to exclude the Incident table instead of turning off Exact Match globally.

sys_class_name != incident
sys_class_name IN [kb_knowledge, sc_cat_item]