Service portal search bar suggests Cat Item record instead of request form
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05-16-2024 12:47 PM
When searching for a catalog item on Service Portal, the suggestion links to the Catalog Item record (where you set up the cat item) and not for the form to open a request. This is a big problem because it's not just happening for admin users, and it's making users quite confused.
If anyone has experienced this problem and/or knows how to fix it, please let me know in the comments. It would help a lot!
Note: This issue started happening after we upgraded our instances to the Washington DC version.

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05-21-2024 01:21 AM
@alinecfp Yeah I see this happen a lot with Knowledge. You will need to review your AI Config as the first port of call, to ensure you have setup the correct indexing and views.
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05-21-2024 06:24 AM
We don't have AI Search enabled here, so I don't think that could be the reason for this issue
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04-30-2025 07:11 PM
I had the same issue and you can find the answer in this post:
Faceted Search Widget links to ?id=form instead of ?id=sc_cat_item