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10-24-2022 10:10 AM
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?
Solved! Go to Solution.
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10-24-2022 11:09 AM
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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10-24-2022 10:53 AM
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,
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10-24-2022 10:59 AM
Yes, it's there - and Enable AI Search is checked.
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10-24-2022 11:09 AM
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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10-24-2022 11:21 AM
I figured it out - the OOB Search Source limits the Knowledge base - once I deleted the condition it started working.