Record producer contextual search no results for specific knowledge bases on the service portal

[kylem1]

I have an odd issue with a record producer contextual search. This is a scoped app record producer where the contextual search returns no results only on the service portal. The search works on the platform catalog item as well as the table configuration for the form.

If I swap out the condition value to our standard external knowledge base there are results that are returned on the SP.

The contextual search variable is on the record producer with the macro set to cxs_rp_search and widget set to Contextual Search - Inline Results. 

The contextual search is working for other portal items such as our standard get help incident form.

Any ideas to what could cause this issue on the scoped app only for the SP?

[Allen Andreas]

Hi,

I believe you also need to add the functionality to the respective portal page this record producer is on as well. Please see the instructions for this step near the bottom of the page at this link: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0714564 

Please mark reply as Helpful/Correct, if applicable. Thanks!

[kylem1]

I do have the contextual search on the portal page as well. This is also working for other items on the portal. 

Service Catalog - Container 2
Row 1
Column 1
Instance: (SC Catalog Item)
Instance: (Contextual Search - Inline Results)
Instance: (SC Scroll to top)

[Allen Andreas]

Hi,

Is the page being used by the record producer that specific page that you think is already setup?

Can you access the record producer within your scope, on the portal, look at the URL and page id and are you verifying that specific page? Just wanted to double-check that.

Please mark reply as Helpful/Correct, if applicable. Thanks!