Redirecting Employee Center Suffix "esc" to "sp" breaks AI search

[Ashlyn Bigelow]

Hi all,

My company is moving onto Employee Center this week and have found that when we change the employee center URL from  https://company.service-now.com/esc to https://company.service-now.com/sp, it breaks AI search throughout the portal.  We have done this url change via the URL suffix field on the sp_portal table.

We can make this change without issue in our dev environement, but when we change "esc" to "sp" in our test environment, it causes any AI search bars on employee center to revert to a sort of OOTB version and not work (no matter what you search, it will say "no search results").

We have checked that AI search is enabled, and we have renamed our old service portal with the URL suffix /sp_old.

How can we change our Employee Center the url from https://company.service-now.com/esc to https://company.service-now.com/sp without breaking AI search?

[Dan O Connor]

@Ashlyn Bigelow I just tried this in an Out of the box environment it worked fine. Assuming you have AI Search enabled on your EC and the correct AI Search app selected, might be worth raising this with support for them to review with you. 

Is there any particular reason you are changing the suffix to be sp? My initial feeling is you should avoid changing EC suffix to that of the old Service Portal. While in theory it would work, there is nothing to say you won't hit conflicts as /sp is an OOTB suffix that might be called upon from other OOTB assets.