How to Add and Display Additional Read-Only Fields in AI Search Results for Incident in Service Port

[Aparna45]

I have a requirement to enhance AI Search results on the portal when searching for incidents. Currently, the results display the description and short description fields. However, when I attempt to add new field mappings, I encounter the error "'text' already mapped for incident."

For incident search results, the view should be limited to displaying the following fields, all of which must be read-only:

• Number

• Caller

• Service

• Service Offering

• Configuration Item

• Opened

• State

• Priority

• Assignment Group

• Short Description

• Additional Comments

Please assist with the correct approach to add these fields to the AI Search results in the portal and ensure they are read-only.

[RaghavSh]

@Aparna45 It will not change from the search source, it is now controlled from EVAM definition (template) applied to your portal.

Refer: https://www.servicenow.com/docs/bundle/zurich-platform-administration/page/administer/ai-search/task... 

[Aparna45]

Thank you. As you suggested, I am now using the EVAM definition. I am trying to create an EVAM template, but it is not displaying the fields as specified in the JSON below. Do you have any idea why this might be happening?  

{

"component": "now-card-evam-record",

"staticValues": {

"highlightedHeaderIcon": {

"translatable": false,

"key": "clock-outline"

},

"highlightedHeaderBkgColor": {

"translatable": false,

"key": "moderate"

},

"subtitleIcon": {

"translatable": false,

"key": "calendar-fill"

},

"imageType": {

"translatable": false,

"key": "image"

},

"subtitleImageType": {

"translatable": false,

"key": "avatar"

},

"detailLabelOne": {

"translatable": true,

"key": "Business Service"

},

"detailLabelTwo": {

"translatable": true,

"key": "Service Offering"

},

"detailLabelThree": {

"translatable": true,

"key": "Configuration Item"

},

"detailLabelFour": {

"translatable": true,

"key": "Opened"

},

"detailLabelFive": {

"translatable": true,

"key": "State"

},

"detailLabelSix": {

"translatable": true,

"key": "Priority"

},

"detailLabelSeven": {

"translatable": true,

"key": "Assignment Group"

},

"detailLabelEight": {

"translatable": true,

"key": "Additional Comments"

},

"showCardShadow": {

"translatable": false,

"key": "false"

},

"buttonLabel": {

"translatable": true,

"key": "View Record"

},

"cardLabel": {

"translatable": true,

"key": "Incident Card"

},

"highlightedHeaderLabel": {

"translatable": true,

"key": "Short Description"

},

"textHeaderLabel": {

"translatable": true,

"key": "Description"

},

"titleLabel": {

"translatable": true,

"key": "Incident Number"

},

"subtitleLabel": {

"translatable": true,

"key": "Caller"

}

},

"mappings": {

"highlightedHeaderLabel": "short_description",

"textHeaderLabel": "description",

"titleLabel": "number",

"subtitle": "caller_id",

"detailValueOne": "business_service",

"detailValueTwo": "service_offering",

"detailValueThree": "cmdb_ci",

"detailValueFour": "opened_at",

"detailValueFive": "state",

"detailValueSix": "priority",

"detailValueSeven": "assignment_group",

"detailValueEight": "comments"

},

"actionMappings": {

"mainActions": ["activate_user", "call_number"],

"clickAction": "navigation"

}

}