Multiple "No results/matches" displayed in AI search

[Justin Lucas]

After upgrading to Xanadu (from Vancouver), the 'Faceted Search' widget displays a "No results generated" message for Genius Results. This message is redundant when there are no search results, so we are looking for options to remove the message from displaying.

Here is how it displays before Xanadu:

Here is how it displays after upgrading to Xanadu:

We only want to remove the "No results generated" container at this time. We can likely target this element with CSS to hide it, though we wanted to see if there is a more elegant solution.

Any ideas on how to revert back to pre-Xanadu and not display the "No results generated" container when no search results are returned?

[Sumanth16]

Hi @Justin Lucas ,

Description

After upgrading to Washington DC Patch 4, on Service Portal and workspace/global search results page, a blank Genius Results card displays at the top. Genius results for an unsuccessful keyword search renders 'No results generated' after taking 9-10 secs.

This issue impacts all customers with any type of genius result configured to any portal or workspace/global search. Whenever a genius result is not returned by the engine, we show the message. The impact is cosmetic and ServiceNow is changing the design to collapse the Genius Results widget when there are no genius results found.

Steps to Reproduce

1. Get a Washington DC Patch 4 instance.
2. Open any portal ESC or SP and make sure AI search is enabled for instance ( All > AI Search Status > AI search is ready)
3. Make sure these portals have enabled AI search ( All > portals> portal records > Enable AI search marked true)
4. Make sure there is a genius result configuration for the search profile
5. Open any portal, go to search for a successful keyword search, for ex: laptop, renders genius result card correctly after 1-2 secs
6. Now search for an unsuccessful keyword search, for ex: garbage takes time and renders 'No results generated'

Expected behaviour:
Genius Results for an unsuccessful keyword search should show up 'Your search has no matches' almost immediately in 1-2 secs.

Actual behaviour:
Genius Results for an unsuccessful keyword search (for ex: garbage), renders 'No results generated' after taking 9-10 secs.

Workaround

There is no workaround. The problem is fixed in Washington DC Patch 5. Please upgrade to a fixed version that has a permanent fix.

  https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1647708

If you find it helpful, please mark my answer as correct so that it can useful to others.

Thanks & Regards,
Sumanth Meda

[Justin Lucas]

Hi @Sumanth16,

Good find, thank you for sharing. Since we've upgraded to Xanadu, it should be resolved according to the article. I'll open a support ticket to see if they can assist.

Kind regards,

Justin

[Sumanth16]

Hi @Justin Lucas ,

Please update this post with Solution from ServiceNow. It will be helpful for others.

Thanks & Regards,
Sumanth Meda