AI Search - External Content Behavior Differences in Portals (ESC, SC)

[savaliya]

Hi Community,

I’m currently working with AI Search in ServiceNow, specifically in the Employee Service Center (ESC) and Service Catalog (SC) portals. I’ve integrated some external content using the External Content Ingestion API and noticed an inconsistency in search behavior between different lists.

Here’s the situation:

• When I search for content, I can locate the external content from the "Recently viewed" list. Selecting it here redirects me to the external content URL as expected.
• However, when I try to select the same content from the "Suggested" list, it does not redirect me to the external content URL.  It shows me info message: "Record not found".

Has anyone else experienced this behavior or found a solution? Any insights into why this discrepancy between "Recently viewed" and "Suggested" lists might be happening would be greatly appreciated!

Thank you!
-Lalit

[Isaac Vicentini]

Hi @savaliya,

This is a known issue and there is an open problem to resolve it:

PRB1734605 - [Typeahead Suggestions] AI Search suggestions on the portal don't respect configurations for external URLs.

The workaround is to create a Search Scripted Post-Processor to redirect the user to the correct URL after the click. 

1. Navigate to your Search Application.

2. In the related list, create a new Search Scripted Post-Processor.

3. Add the following script:

function process(record) {
    if (record.getTable() === "sn_ex_sp_quick_link") {
        var gr = new GlideRecord("sn_ex_sp_quick_link");
        if (gr.get(record.getSysId())){
			if(gr.content_type.toString() == "external_link"){
				record.setUrl(gr.external_link.url.toString());
			}
		}            
    }
    return;
}

Workaround: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1646388

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If my answer helped you in any way, please mark it as Helpful / Accept as Solution 🎯

Regards,

Isaac Vicentini.