Employee Center - Catalog items opening in platform view when opened from Global Search

[Susmitha1625]

Hello,

We have recently migrated to the Employee Center from the Service Portal. While searching for a catalog item in the main search bar on the homepage, the request redirects to the Platform view (i.e., when redirected using the 'Try It' UI action). Still, when navigating from the Taxonomy to Topics and choosing an item under the listed catalog items, it redirects to the Employee Center View. I've tried many ways to dissect the redirection but couldn't get any clue. If anyone has faced the same problem or has knowledge about this issue, Kindly help me out. I'm adding the images for reference, Thank You.

 

[Hemanth M1]

Hi @Susmitha1625 ,

Is it happening across instances (dev, UAT, Prod, etc.) or any specific instance? Could you also try updating Employee Center to its latest version

[Susmitha1625]

@Hemanth M1  

Yes, It's happening across all the instances. Also, I tried to upgrade the plugin to the latest version but still faced the same issue.

[Juhi Poddar]

Hello @Susmitha1625 

The sp_ai_search_results_action_config table in ServiceNow is used to define how actions on search results behave in the context of AI Search in portals. These configurations allow you to map Service Portals, Search Sources, and Portal Pages to specific actions for AI Search results.

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Thank You
Juhi Poddar

[Susmitha1625]

@Juhi Poddar, 

I've checked the  AI Search Results Action Configurations table and found the AI search as OOB functionality only, it was working fine previously, but it's not working now. Please let me know if you have any ideas, Thank You.