AI search suggestions not working

himanshubar
Tera Contributor

In my ServiceNow instance, the AI search suggestion feature within the HR Portal is not functioning as expected. Although when I enter the KB article number it is returning the article but for search is not. I have reviewed all relevant documentation and community articles, and the recommended solution was to Index the Knowledge table. I performed the indexing successfully, and it processed all 7200 records. However, the search suggestions still do not work. I would appreciate any insights or additional troubleshooting steps to resolve this issue. 

5 REPLIES 5

Rob Sestito
Mega Sage

Hello @himanshubar - 

 

My first question would be, when you say, "in your ServiceNow instance". Is this your Personal Development Instance (PDI)? Or company/client instance? I only ask this because SN does not allow our PDIs to have the AI Search function fully operational.

 

If this is a company/client instance with AI Seach fully enabled; are you able to search a screenshot of what you are seeing when you attempt a search on your portal? Is the Suggested Results not showing in the dropdown at all like so?

RobSestito_0-1740412510581.png

 

When going through the Search Application Configuration, what do you have for your Autocomplete Suggestions tab? Are your "suggested results" connected there?

 

Please let us know - and also if you could, please share a screenshot on what you are seeing when you perform your search.


Thank you,

-Rob

Hi Rob ,

 

It is in my company/client instance where on MyHR portal AI auto suggestions are not returning when I am searching anything I have done all the steps like Re-Indexing etc. But still it is not working as expected.

 

Thanks,

Himanshu B.

Hey Himanshu,

Would you mind sharing with a screenshot(s) as to what is actually showing when you do some of your searches? I would like to get a visual on what is going on to see if the triggers anything in my mind as to what the problem could be.

 

Thank you!

-Rob

Hello Rob,

I have attached the picture here where you can see the article is showing below but whenever I am searching with keywords AI not suggesting any article related with it.

Regards,

Himanshu

himanshubar_0-1740985215564.png