In ESC AI Search, how can I link to the ticket page instead of the form page

[qwertyflop]

I used this YouTube video found in another community post to make Incidents searchable and stopped them from opening in the classic UI by disabling exact match search:

 AI Search setup for task table | Configure AI Search for Any Table | Entity View Action Mapper(EVAM)...

The issue I have now is that it redirects to the "form" page in the portal. I want to redirect to "ticket" instead. What must I do to link to ticket instead?

[palanikumar · Accepted solution]

Hi @qwertyflop ,

I notice this issue after I enabled AI Search and EC Pro.

You need to add entry in sp_ai_search_results_action_config for your table and the target page.

Refer the below article for Knowledge. I faced this issue in other records as well

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1208300

[qwertyflop]

Thank you so much!

[Shane J]

I don't suppose you can spoon feed me what you did because that KB article just isn't doing it for me, and I've been searching for a few hours for a solution.

Should end up here:
https://exactsciences.service-now.com/sp?id=standard_ticket&table=incident&sys_id=SYS_ID

Instead of here:
https://exactsciences.service-now.com/incident.do?sys_id=SYS_ID&sysparm_stack=&sysparm_view=

[qwertyflop]

I was able to get it working by removing all of the configuration I had set up before, then following the YouTube tutorial in my post (using the OOB indexed source on incident, the "Tasks - Incident" search source, and the "AI Search Global | Incident" View Template on the EVAM View Config). That got me to the point where the incident would be shown in the portal , but on the "form" page. After setting up the sp_ai_search_results_action_config as shown in the screenshot, it started working as I wanted. May have had to use cache.do and/or clear browser cache as well).