AI Search not working in Service Portal

[Akshatha Balla2]

Hi,

In our instance, I have requested AI search, followed the guided tour (not created any custom search definitions- all the default search applications and profiles seemed fine) and enabled the AI search for service portal as mentioned here. It is configured for service Portal with this setting

Enable AI Search- True

Search Application- Service Portal Default Search Application

Search Results Configuration- Service Portal Search

But I seem to be having a weird problem after enabling this. The main search bar is a bit greyed out now and it gives search results for the previously typed keywords (Example,

1. First typed word is email, shows correct result
2. second typed word is test, shows results for email
3. third typed word is access, shows results for test

I don't know what is happening here. Moreover, the AI related search functionalities does not seem to be happening (auto suggest, typo handling, wild card matching, genius result, none seem to work)

I also have Employee Center plugin installed and AI search enabled on the same with this configuration

Enable AI Search- True

Search Application- ESC Portal Default Search Application

Search Results Configuration- ESC Portal Search

Here I can see every AI search functionality (auto suggest, typo handling, wild card matching, genius result)  working. What am I missing in Service Portal configuration?

[Community Alums]

Hi @Akshatha Ballal ,

If you are using AI search for your PDI, it won't work as it's not available for PDIs.

If it's a customer instance then ,follow the below steps and validate:

a) Everything is active and correctly configured in Search Application configuration (It should not be configured for Zing)

b) Everything is active and correctly configured in Search Profile.

c) Check in system properties and search with name contains "ais". If you find something weird then correct it.

You can refer to this doc to Enable AI for Service portal :

https://docs.servicenow.com/en-US/bundle/sandiego-servicenow-platform/page/build/service-portal/task...

Mark my answer correct & Helpful, if Applicable.

Thanks,
Sandeep