No results returned by search in ESC

[David Philpott]

Hello there,

When I perform a search using any keyword no results are returned.

However the same search in the OOB Service Portal returns one or more results for the same keyword. Curiously when I manually update the URL to use the kb_search page then results are returned.

These work:
https://[INSTANCENAME].service-now.com/esc?id=kb_search&query=password%20reset
https://[INSTANCENAME].service-now.com/sp?id=search&spa=1&q=password%20reset

This doesn't work:
https://[INSTANCENAME].service-now.com/esc?id=search&spa=1&q=password%20reset

Also I couldn't find if there is a setting that determines exactly what page is used to load the results.

I have:

Verified that the Homepage Search widget has not been customised.

Repaired the Employee Center and Employee Center Core apps/plugins.

Checked that AI Search is not enabled in the Employee Centre portal record.

Inspected the options of the Homepage Search widget and compared it to the same widget in a PDI and not found any differences.

Verified that Knowledge Bases is present in the Search Sources related list.

My employer is running ESC version 32.0.3 on Vancouver release patch 4. The issue is present in both Dev and Prod instances.

Thank you

David

[James Chun · Accepted solution]

Hi @David Philpott,

Have you made sure that your catalog item/knowledge item is part of the Taxonomy?

There should be a Taxonomy associated with the portal (in the 'Taxonomy' related list of the portal record) and your content must be in one of the Topics in the Taxonomy.

Cheers

[David Philpott]

Hi James,

That did the trick, thank you 🙂

Regards,

David

[VaranAwesomenow]

I had the same issue and i had to add required service catalogs to the portal in service catalog related list.