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

alinecfp
Tera Contributor

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.

 

Suggestion error when searching for Catalog Item.png

 Link redirects to Catalog Item record instead of request form.png

 

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.

3 REPLIES 3

Dan O Connor
ServiceNow Employee
ServiceNow Employee

@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. 

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

Chris14
Tera Contributor

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