AI Search For Next Experience - Limitations Question

[Paul Curwen]

We are looking into enabling AI Search For Next Experience (Global Search) At the moment we use Zing. Users can search for Configuration items, servers, network devices etc etc. However, looking a the documentation for AI Search it states the following on this Docs page:

https://docs.servicenow.com/bundle/utah-platform-administration/page/administer/ai-search/reference/...

'AI Search excludes the following Now Platform tables when indexing content. You cannot configure these tables, or tables derived from them, as AI Search indexed sources.

AI Search External Search User Mapping Base [ais_external_search_user_mapping]
Base Configuration Item [cmdb]'

If I am reading this correctly? A user would not be able to search for a CI by name using AI Search? This is a very common functionality requirement for most users/customers who currently use Global Search and if this is not possible it's a pretty big deal. 

[Community Alums]

Hi @Paul Curwen ,

You can watch this video : https://www.youtube.com/watch?v=Z1PGuqrayLA

[Bradley Marin]

Interested in hearing the solution to this, as it seems like a large oversight.

[jaleyva33]

Paul- DId you get a response or a solution for this? I agree the search for a CI by searching (a Group name, or metadata element is a very typical use case). 

[MarcB1]

Hi
FYI, this is the response it got after raising a Support Case CS7014527:

Solution Proposed:
Unfortunately at this point in time it is not possible to enable AI Seach for cmdb and its child tables. The primary reasons this is currently deemed as not possible due to two things:
1. Size of the table
2. Security concerns.

https://docs.servicenow.com/bundle/vancouver-platform-administration/page/administer/ai-search/refer...

As AI Search has only been introduced since Quebec it is still a relatively new feature and earlier on customers could also not index Task but after the San Diego release this is now possible.
There is no concrete plan of when or if CMDB will be allowed but the Development team is aware of the growing need for this table.

As it stands if you require these children of CMDB to be a part of AI Search you may need alternatives or derive a custom plan to fulfill your business need on the Service Portal.

Recommend to review below product docs and might be helpful to achieve in alternate way.
Create a custom search matcher for global search -

https://docs.servicenow.com/bundle/vancouver-platform-administration/page/administer/ai-search/task/...

Custom Matcher form -

https://docs.servicenow.com/bundle/vancouver-platform-administration/page/administer/ai-search/refer...