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AI Search Unable to search special characters in Global search in Portal

raman8
Tera Contributor

‎05-06-2024 12:17 AM

Dear All

Greetings!


Please be informed that I am facing concerns while searching for special characters in portal global search. I have knowledge articles from different domain i.e Microsoft and Microsoft+ both are different agencies and have separate knowledge articles but when user from Microsoft+ agency tries searching Microsoft+ in global portal search, he/she is not getting results for Microsoft+ but getting result for Microsoft.
The system is somehow removing + character and shows result for Microsoft instead of Microsoft+ Kindly assist, also my instance is having AI Search enabled

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Maik Skoddow
Tera Patron
Tera Patron

‎05-06-2024 12:25 AM

This is not an issue but the expected behavior due to the concept of how a search engine works. In your case, the concept of "lemma normalization" reduced the "+" sign during the index phase. Please refer to the following documentation page for more information: https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/ai-search/co... 

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