AI search result show only ticket number

Kohei Tominaga1
Tera Expert

Hello

 

I have configured AI search setting to search ticket on my custom table.

When I search with some words, relevant ticket is successfully listed on the result but the result shows onlv ticket number.

How can I change this behavior to show some field such as title, description like catalog items and knowledge articles?

3 REPLIES 3

Kavita Bhojane2
Tera Expert

Hi @Kohei Tominaga1 ,

 

This might help you https://docs.servicenow.com/bundle/vancouver-platform-administration/page/administer/ai-search/conce...

 

Please mark my answer correct and helpful, if you find it useful.

 

Thanks,

Kavita Bhojane

 

 

Hi, 

 

Thank you but the configuration of search sources are already done and it is working to show relevant records as the search result.

The problem is that I cannot see any information other than the number field for each result.

Shamus Mulhall
ServiceNow Employee
ServiceNow Employee

Hi @Kohei Tominaga1 

 

It is recommended to include a text and title mapping for every indexed source.  The OOTB Knowledge Table indexed source configuration can be used as a guide.

 

It helps with two things: 
1) Dynamic hit-highlighting and teaser text for display purposes 

2) Better relevancy behavior. The OOB relevancy model heavily weights title + text fields.