AI search results are only few for ITIL user

[Harsha Pappala]

Hi, 

In our instance, an ITIL user gets only a few AI search results where as admin gets 10 results as per limit. 

As per the role the user has access to all the incidents. 

After clicking on the incident tab in search, the ITIL user can click on re-run the search and see all the incidents needed and a message "Your search has been re-run but the results could be different" is displayed on top of the form. 

Please advise if this is intended or we can change the results displayed for ITIL users ?

[Gerard Dwan]

I would check that things haven't been set up cross scope as a starting point as it usually uses the most restrictive policy for security purposes. 

The 're-run' message is only to inform you that the list view generated after clicking on that button does not use AI Search to filter the results, so they will likely be different. 

[Harsha Pappala · Accepted solution]

@Gerard Dwan , Thank you for your response, we got a response from HI team. The issue is that AI search does not work with field level scripted ACL's. There is a scripted ACL on short description (OOTB), which is preventing the AI search to return those result which have the value in short description. 

They suggested we created custom acl to override that ACL and provide access to short description field to role we want to results to be seen 

[Ram_n Botelho]

Hi, I'm having the same issue with incident table. Only admin can find the records using AI Search, and there is no ACL about short_description field. Do you have the KB/Case written by HI? Thanks.

[Harsha Pappala]

@Ram_n Botelho 

Our issue was because of the scripted ACL on the field on incident table. Please check if any of the fields on the incident table has any ACL with script. There was fix from ServiceNow in the vancouver release where they modified the OOTB acl and its now fixed for us.