Portal Search Experience: Order guide (sc_cat_item_guide) shows as a sc_cat_item

user8928938913 · ‎11-17-2022

Hi Community,

Just wondering if anyone could provide some suggestions or thoughts on this problem. We've recently upgraded to Tokyo and our portal search experience got a nice little upgrade. We now have "Suggestions" which provides us with a quick way to open items during a search.

Unfortunately, we've run into an issue where our order guides are being opened as an sc_cat_item, instead of sc_cat_item_guide when the user uses the "Suggested" feature. As such, the order guide isn't presented properly (does not have the "Next" button or the "Choose Options" button to proceed us to the next step). However, if the user completes the search to see the full results and then selects the item, they will be able to access the result properly (as a sc_cat_item_guide).

As an example:

If the user clicks the "Suggested - Order Guide - TEST", they will be brought to the order guide with the following URL:

https://<instance>.service-now.com/sp?id=sc_cat_item&table=sc_cat_item&sys_id=<sys id>

Whereas if they were to see the full list of results from the search and then click on the item, they would be brought to the order guide with the following URL:

https://<instance>.service-now.com/sp?id=sc_cat_item_guide&table=sc_cat_item&sys_id=<sys id>

We've tried:

Marking the order guide as "No Search" - but this prevents the item from being searched at all
Adjusting the Search Profile/Search Source (AI Search > Search Experience > Search Profiles) to hide the Class of Order Guides from the search results - the order guide as a Catalog Item shows up
Trying to add order guides as a Facet in the Search Applications (AI Search > Search Experience > Search Applications) - but we get an error "Invalid table name: "sc_req_item_guide". Please ensure that the table is defined in the current search profile's search sources."
- So we tried to add an indexed source for the sc_cat_item_guide table but it doesn't exist

At this point, it looks like we are either going to have to disable the Suggested results from showing up or deal with the backlash of our end users being unable to submit an order guide. Our intention would be to be able to prevent specific items (our order guides) from appearing as a Suggested item in the search experience.

Any tips or suggestions would be really appreciated!

Thank you

user8928938913 · ‎01-09-2023

Hi Dale,

Try this:

function onLoad() {
   //Type appropriate comment here, and begin script below
	var qury = getParameterValue("id");
	var sysId =getParameterValue("sys_id");
	//alert('ji--  '+qury);
	if(qury == "sc_cat_item"){
top.window.location = "/sp?id=sc_cat_item_guide&table=sc_cat_item&sys_id="+sysId
	}	
	
function getParameterValue(name) {  
    name = name.replace(/[\[]/, "\\\[").replace(/[\]]/, "\\\]");  
    var regexS = "[\\?&]" + name + "=([^&#]*)";  
    var regex = new RegExp(regexS);  
    var results = regex.exec(top.location);  
    if (results == null) {  
        return "";  
    } else {  
        return unescape(results[1]);  
    }  
}
}

Created on the order guide as an onLoad script

View solution in original post

user8928938913 · ‎01-11-2023

Hi Susan,

I can't say that we've had any inconsistent behavior on our instance. Just for the sake of troubleshooting, i'd suggest deactivating the other catalog client scripts and trying again?

Vikky_5429 · ‎12-08-2022

We are facing same issue after the upgrade did you find any soultion ?

SusanWinKY · ‎01-04-2023

We're experiencing the same thing. I've searched the Now Support site and found this: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1213471

Unfortunately, a fix won't be available until Vancouver.

Susan Williams, Lexmark

Steve Kelly · ‎01-05-2023

Pretty crazy to me that ServiceNow is delaying a fix for this until Vancouver without any Workaround provided. I encourage anyone with this issue to submit a NOW Support ticket and request the fix be backported.

SusanWinKY · ‎01-05-2023

I submitted CS6432224 to ask if there is a workaround we can implement prior to Vancouver.

Reply:

After a thorough investigation and internally checking found there is not a workaround available for Tokyo/Utah. I have added the problem PRB1619316 in the related records of this case and the same can be viewed from your end by navigating to Case Detail Related PRB.

Susan Williams, Lexmark