I feel like I am running in circles trying to figure out how to configure the search actions for employee center. So many of the documents and videos are out of date and nothing seems to work as advertised. Perhaps someone here can shed some light on my issue.
1. Enter an INC or RITM number into the search and it brings up a match.
2. Click on the result and it opens in the backend itil view. We would prefer if these items opened up in their respective portal page as most users don't have itil access and it presents an odd user experience.
From what I understand I need to create and/or update an AI Search Results Action Configuration. I created one for Incidents as a test but I am still getting bumped to the itil view. Note that I have tried changing the action to ec_navigation as well.
I continue to get pushed here:
I feel like this shouldn't be so complicated. What am I missing?
