ESC Portal Topic Search not returning results

[zfunderburk]

Hey all, I'm running into an issue with the Employee Service Center > Topic Search Resources search tool. We have a topic set up for our Knowledge Articles, and the are showing up on the Topic Page. However, when I try to use the "Search resources" search bar on the Topic page, it will return with "No Results match your criteria". 

This happens no matter what I enter, even if the word is in one of the article names I can see on the page when no search is in place. I can also click on the "Expand your search" and will see all of the expected results. The articles are active and published, and using the ESC homepage Search bar or header search bar will return the right results, it's just the topic page search that's causing issues. 

[scottl]

Has ServiceNow gone into hiding? How come there is no resolution to this clearly broken functionality?  This "AI search" on this employee portal is so unreliable. 

[Ajay_Chavan]

Option 2: Fix AI Search Configuration
If you're using AI Search:
Navigate to: Service Portal > Search Sources
Open: AI search source index record
Remove the filter that checks for topic taxonomy of knowledge base records
Save and refresh portal


Option 3: Check Search Source Configuration
Navigate to: Service Portal > Portals
Open: Your ESC portal record
Check: Knowledge Bases related list
Verify: Your knowledge base is listed
Check: Search Sources related list
Ensure: Proper search source is configured


Option 4: Verify Topic Content Configuration
Navigate to: Content Management > Topics
Open: Your topic
Check: Connected Content related list
Verify: Knowledge articles are properly connected
Ensure: Articles have correct taxonomy tags

[dominikm_]

This helped us to fix this issue:
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1649376