AI Search - How do I enable searching for partial task numbers?

[Max Nowak]

Hi,

We use knowledge bases as well as all closed tasks (or rather, Cases) as a search source for our technicians and agents, and we recently moved to AI Search when implementing the mobile app.

I was wondering how I could achieve something like a partial search with AI Search. Our agents and technicians have grown accustomed to using the last 5 digits (so, no task prefix, and no padding zeroes) to refer to cases, so someone might say "Check out 17210 for an answer" or something like that (with the actual case number being CS0017210). With Zing / Global search, entering the last 5 digits of a task number would always return the task as a result.

I'm unable to replicate this behaviour with AI Search. I have added the Case table as an indexed source, and mapped the description field to the title index, and the short description field to the text index. I also saw a video where someone suggested to use map_to_raw to map the number field to "number", but that didn't seem to do anything for me.

Is there a way to enable partial (as in, without prefix and padding) task number searches with AI search?

[Community Alums · Accepted solution]

Hi @Max Nowak ,

Unfortunately - this is a limitation

Issue:
The AI Search results are returned accurately if you search for the entire ticket number (INC000123456); when searching for 123456, no results are returned

Most Probable Cause:
The devs confirm this is the expected functionality.

Solution Proposed by ServiceNOW:
The way search works each "word" is indexed as a token.
This occurs on both the record/fields that are indexed and the search terms in the query.

So for example: task.number is INC000123456 becomes token [INC000123456].
When you search for 123456 you are searching for tokens that match [123456].
Broadly, that is how we index the number field on a task.

[Community Alums]

Hi @Max Nowak ,

Unfortunately - this is a limitation

Issue:
The AI Search results are returned accurately if you search for the entire ticket number (INC000123456); when searching for 123456, no results are returned

Most Probable Cause:
The devs confirm this is the expected functionality.

Solution Proposed by ServiceNOW:
The way search works each "word" is indexed as a token.
This occurs on both the record/fields that are indexed and the search terms in the query.

So for example: task.number is INC000123456 becomes token [INC000123456].
When you search for 123456 you are searching for tokens that match [123456].
Broadly, that is how we index the number field on a task.