AI Search not finding any KB articles in the Service Portal

gjz
Mega Sage

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?

 

gjz_0-1666631393972.png

 

1 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

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4 REPLIES 4

Mike_R
Kilo Patron
Kilo Patron

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,

Mike_R_0-1666633959867.png

 

gjz
Mega Sage

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

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
Mega Sage

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

 

 

gjz_1-1666635675827.png