AI Search not finding any KB articles in the Service Portal

[gjz]

Hello,

I have enabled AI Search on my sub-prod instance but when I try to search for an article in the Service Portal it only find irrelevant catalog items.  I've indexed the knowledge tables twice (AI Search > AI Search Index > Indexed Sources > Knowledge Table > Index all Tables), still the portal doesn't find any options.  Does anyone know why this isn't working?

[Mike_R]

Can you go into your Service Portal configuration and confirm if the knowledge base is added here? If it's not there, then please add

isntanceName.service-now.com/sp_portal_list.do?sysparm_query=&sysparm_view=

Open the record for your SP,

[gjz]

Yes, it's there - and Enable AI Search is checked.

[Mike_R · Accepted solution]

Can you take a look at the Search Sources for Service Portal Knowledge Bases? Do the conditions look right? You can also preview which articles match the conditions.

instanceName.service-now.com/nav_to.do?uri=ais_search_source.do?sys_id=eb77cac5772300102d71af6168106160

[gjz]

I figured it out - the OOB Search Source limits the Knowledge base - once I deleted the condition it started working.