Guided Tour on Search Results Page

jrusso
Tera Expert

‎10-04-2023 02:53 PM

We are trying to create a guided tour for the search results page, but are not able to see a page with results.

When creating the tour, we enter a search word and results display, then build our Tour.  However, when we go back to preview or share it while in Draft, the results no longer appear and only the Intro displays, and the tour fails after that. 

 

Here is our set up.  I also tried entering the search results page ID into the Additional URL Parameters field, but that did not work.

  

jrusso_1-1696456231072.png

 

Is it possible to create a tour on a search results page?  If so, can someone tell me what we are missing?

 

Thanks

John

 

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4 REPLIES 4

Stephen Moore
Tera Expert

‎11-29-2023 07:00 AM

I have the same question/problem. Seems the "Tour abandons" every time I try and launch it from the "esc_search" page.

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jrusso
Tera Expert
In response to Stephen Moore

‎11-29-2023 10:42 AM

I opened a ticket with ServiceNow support and was told that Guided Tours are not supported for AI Search. 

 

Here is the feedback and documented problem.

Known error: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1122421

But, this defect was closed by our development team stating that "Guided Tours doesn't support seismic components. As AI search box is a seismic component, Choose actions can't show all options which will come for normal input box."

So, at this point in time, you cannot use Guided Tours on AI search-related components.

This is a Platform limitation by design. There is no workaround for this issue as the implementation/feature itself is not in place yet for AI search components.

Darren Lau
Kilo Sage
In response to jrusso

‎07-02-2024 05:28 PM

We implemented AI Search earlier this year but overlooked our existing guided tours on the service portal.  Now the guided tours are broken around the steps that anchor onto the search box or components on the results page.  Was trying to recreate the steps to anchor onto the AI Search box but as expected it wouldn't work.  Thanks for the link to the KB.

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jrusso
Tera Expert

‎11-29-2023 10:46 AM

I am also having an issue with creating a guided tour for the hrm_ticket_page.  I was hoping to include just a few callouts since we just started using this page and it is visually different than our old ticket page.  I can create the tour and it will for me.  However, going back in to use it or have someone else try it, will always fail.  I assume it may have something to do with the ticket page being unique/secured to the user, but that is just a guess.

 

Has anyone else created a tour the hrm ticket page and have it working?

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