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 So many of the documents and videos are out of date and nothing seems to work as advertised.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?
@DritonC support got back to me with a solution that works. This may only apply to our specific setup but I wanted to share what I learned. It is also worth noting that we are using enhanced search which seemed to have an impact on the direction we had to take.
1. I followed all the directions in the KB2682857
2. I guess I was using the wrong search profile. Documentation seemed to point me to use the VA search profile but we should have been using the default (sys_id fd6491cb53171010069addeeff7b123f)
3. We had to add the search sources here, then publish
4. Had to create a AI Search > Search Results Action for the 3 items above. We also made a mistake here as there are 2 action names called navigation and we need to select the one with sys_id d46f400473211010c342d5fdbdf6a7cf. Then I just set the search source I created as part of the KB and set the portal page I want it to use.
I hope this solves your issue, it worked for us.
@DritonC support got back to me with a solution that works. This may only apply to our specific setup but I wanted to share what I learned. It is also worth noting that we are using enhanced search which seemed to have an impact on the direction we had to take.
1. I followed all the directions in the KB2682857
2. I guess I was using the wrong search profile. Documentation seemed to point me to use the VA search profile but we should have been using the default (sys_id fd6491cb53171010069addeeff7b123f)
3. We had to add the search sources here, then publish
4. Had to create a AI Search > Search Results Action for the 3 items above. We also made a mistake here as there are 2 action names called navigation and we need to select the one with sys_id d46f400473211010c342d5fdbdf6a7cf. Then I just set the search source I created as part of the KB and set the portal page I want it to use.
I hope this solves your issue, it worked for us.
