AI search results are only few for ITIL user

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Harsha Pappala
Kilo Sage

‎12-20-2023 04:39 AM

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 ?

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Harsha Pappala
Kilo Sage

‎01-04-2024 02:32 AM

@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 

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Brian Bakker
ServiceNow Employee
ServiceNow Employee
In response to Rob Banks

‎01-20-2025 12:47 AM

@Rob Banks 

I see it has been picked up by another team, and I have added myself to the work notes watchlist to track this case and provide assistance where needed.