Configure AI search to show incidents as result only when ticket number is entered

[anuj27]

Hi All, 

I NEED HELP !!

I am stuck at a point where I am configuring AI search for my portal to show tickets (Incidents, RITM etc) under a new navigation tab on search results page.

I have set up everything and incidents are coming up fine under that tab when I put ticket number in search.

eg. If I put INC000XXCCX it will show that ticket as search result.

But issue arises when I search some text in search bar, eg. Account password, then under the tickets tabs of page some incidents pop up as search result. 

HOW CAN I STOP THAT FROM HAPPENING ??

I want tickets to be shown only when I search through a ticket number and in no other case.

CAN ANYONE HELP ME, WHERE AND WHAT I AM MISSING IN THE CONFIGURATION. ??

Thanks

[anuj27]

Hi @Ankur Bawiskar , Any thoughts on this pls ?

[Isaac Vicentini]

Hi @anuj27,

You can disable some fields in the Incidents table so that they are not searchable.

To do this, you must create a record in "Field Setting & Mapping" in the related list of your Indexed Source.

See this documentation: https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/ai-search/co...

Example:

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If my answer helped you in any way, please mark it as correct/helpful 🙂

Regards,

Isaac Vicentini.

[anuj27]

Hi @Isaac Vicentini ,

I have already added that attribute set to description and short description fields but that also didnot work. It seems it is picking the searches through some other rule. its ok let it show the tickets but ticket shouldn't be random. It must belong to logged in user.

So to achieve this , What I have tried is to add the filter to search source record and limit that to current logged in user records.

Requested For is(dynamic) Me  (Refer screenshot),

// Search source record filter

But as soon as I save the record. Few error pops up and says invalid update. See Screenshot

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Upon searching the internet, I found that it is becz the reference field I used in search source filter( Requested For ---- backend name : caller_id) is not configured via dot_walk_fields attribute in related list' field mapping and setting' in index source record. 

So I decided to add that, See screenshot

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After doing all this Still I am not able to apply that filter on search source record and it is still giving me same error.

What I am missing here, Can you help me with this ??

Thanks