Suggestion button (light-bulb) next to Short Description not visible on portal side

[Aerial Reptile]

Hello All!

We enabled Suggestion button for Short Description field on Incident form. When viewed from the backend, it is visible and works well. But the same button is not visible in the portal. 

Note: We're using Admin role to view it on the backend form and on the portal.

How do we bring in the Light-Bulb button next to the Short Description field when viewing an Incident form from the portal view? 

If this is not supported by ServiceNow, what's the workaround?

I appreciate any help/insights into this issue! Thank you!

[Dr Atul G- LNG]

Hi @Aerial Reptile 

As per the out-of-the-box design, it is not available on the portal. When a user searches on Pirral, it shows the KB article, which is why it is not available on the portal.

Suggestions are mainly for the fulfiller or if the user is using the native view.

[Ankur Bawiskar]

@Aerial Reptile 

I agree with Atul here. it is available only for the native view and not for portal

Whenever end user tries to raise incident, the portal shows the KB article matching that issue description

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

[Ravi Gaurav]

Hi @Aerial Reptile ,

The feature is only available in the regular view, not on the portal. When a user tries to report an issue, the portal automatically shows a knowledge base (KB) article that matches the problem they described.

[Aerial Reptile]

Thank you for your swift replies!

Are there any workarounds to tackle this?

Thank & Regards,

AR