Service portal search bar suggests Cat Item record instead of request form

[alinecfp]

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.

[Dan O Connor]

@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. 

[alinecfp]

We don't have AI Search enabled here, so I don't think that could be the reason for this issue

[Chris14]

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 

[Scott Eaglesham]

I also had this problem, which turned out to be due to not having created an AI Search Results Action for my Employee Centre's catalog. I created the item below at Service Portal>AI Search>Search Results Actions which resolved the problem.