Duplicate search results in employee center for quick links

[dev_S]

Hi All,

I have configured the search source for Quick Links, and the results are being fetched correctly. However, I am facing an issue where duplicate results appear for the same item when performing a search using the Quick Link.

One result works as expected, but the second (duplicate) result is not clickable, as shown in the attached screenshot.
Has anyone have idea or faced same kind of situation.
Thanks in advance.

Regards,

Dev

[Tanushree Maiti]

KB0681363 :Why searching in the Service Portal search box user see double entries?

https://www.servicenow.com/community/itsm-forum/search-results-not-hyperlinked/m-p/3434040#:~:text=D....

[dev_S]

Hi @Tanushree Maiti ,

Thank you for the response let me check.

[Bhavesh B]

Hi @dev_S 

Faced similar issues while setting up AI Search for Supplier collaboration portal.

There are 2 issues which you have mentioned.

1. Duplicate entries:

This could be possible if your search sources are not mutually exclusives and not properly filtered. Ideally you should search from a single source. Also check for data accuracy.

2.  Link not able to click:

For me after clicking the link, it was not taking to desired view of article / catalog. So this looks EVAM configuration issue. 

Configuring EVAM involves defining how data is fetched, viewed, and interacted with while AI Search results are displayed.

For more understanding on EVAM: do check documentation -> https://www.servicenow.com/docs/r/servicenow-platform/entity-view-action-mapper-evam/exploring-entit...

If this response helped resolve your question, please mark it as Helpful and accept it as the solution for community reference.

Best Regards,

Bhavesh