AI search results are only few for ITIL user

Harsha Pappala · ‎12-20-2023

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 ?

Harsha Pappala · ‎01-04-2024

@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

View solution in original post

Ram_n Botelho · ‎03-20-2024

Thank your for reply. I am running Utah. I created an ACL on incident.* roled-based and it works, but I am not able to create a new one based on condition. ServiceNow replied to you by email or written a KB?

Brian Bakker · ‎03-19-2024

For this Scripted ACL issue impacting AIS, I published the following customer facing KB1630035: [AIS] When a non-Admin user is searching for an incident or other task records, these records are not returned in the Search results due to scripted field-level ACLs, even though the same user can open the same record on the Platform.

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Rob Banks · ‎01-16-2025

Hi Brian, hope you're doing well. I know this is a little old of a comment but hoping you can help. I'm experiencing this same issue while trying to prepare our ServiceNow instance to roll out to our org. I followed the steps in the KB you posted, also including going through KB1185030 to ensure I knew all the tables that were having issues with scripted ACLs (10 total according to the debug). I created ACLs similar to this for each of those tables, but I'm still experiencing the same issue and unsure what else to look at:

I know it was mentioned that this issue was resolved in Vancouver; our instance is on Washington DC so I'm confused about this. Any suggestions would be really appreciated.

Brian Bakker · ‎01-17-2025

@Rob Banks

Can you raise a new case, and let me know when you have created it, so that I can pick it up and assist you further.

Many thanks,

Brian

Rob Banks · ‎01-17-2025

@Brian Bakker

Thank you, Brian. I just raised case CS7885481 for this with logs attached.