Result not linking to portal view of record in AI Search

Tyler Herman · ‎07-26-2022

Hello - I've seen similar posts from others in the community but the answers within them haven't solved my seemingly very similar issue. When clicking on a case AI search result, the actual record loads on the 'sn_customerservice_case' table in the fulfiller/backend view instead of loading the standard_ticket page on the portal, as defined in my search result action config. I've included screenshots of my search result action config, EVAM config and EVAM template below; Can anyone help me spot what's missing/wrong?

AI Search Result Config Screenshot

EVAM Configuration Screenshot

EVAM Template Screenshot

Appreciate any help y'all can provide!

michaelward · ‎08-20-2022

In my case I had the same issue, where upon clicking my search result, I simply went to the .do form on the portal for that record type.

What fixed this for me was first going to the Portal, and in my case the Employee Center, making sure you take note of the Search Results Configuration (aka the EVAM Definition), going to the EVAM Module, and verifying the following configurations:

Check that the EVAM Definition is linked to a EVAM View Config Bundle M2M as show in the related lists. There are options for Creating and Linking or Linking Existing.
Open the desired linked bundle and make sure yours has the desired view configs. My bundle did not contain a EVAM view config, created from this related list, which was causing my problem. I made sure I created 'clicked New' from the related list to create the view config. (I had a view config, but apparently not associated to the bundle).
Make sure the view config is active as well. You'll notice deactivating this view config will of course bring back the issue.
Double check the EVAM data source, which basically matched configuration of my AI Index Source and Search Search for my portal's Search App.

View solution in original post

Loic1 · ‎08-04-2022

Have you double-checked that the Taxonomy - Case Search Result record is associated with the portal?

michaelward · ‎08-20-2022

In my case I had the same issue, where upon clicking my search result, I simply went to the .do form on the portal for that record type.

What fixed this for me was first going to the Portal, and in my case the Employee Center, making sure you take note of the Search Results Configuration (aka the EVAM Definition), going to the EVAM Module, and verifying the following configurations:

Check that the EVAM Definition is linked to a EVAM View Config Bundle M2M as show in the related lists. There are options for Creating and Linking or Linking Existing.
Open the desired linked bundle and make sure yours has the desired view configs. My bundle did not contain a EVAM view config, created from this related list, which was causing my problem. I made sure I created 'clicked New' from the related list to create the view config. (I had a view config, but apparently not associated to the bundle).
Make sure the view config is active as well. You'll notice deactivating this view config will of course bring back the issue.
Double check the EVAM data source, which basically matched configuration of my AI Index Source and Search Search for my portal's Search App.

Tyler Herman · ‎08-21-2022

Thank you! I associated the EVAM View Config Bundle named "Taxonomy Portal Search Bundle" with the EVAM Definition named "ESC Portal Search" and this immediately fixed the issue for me. That being said, I'm not sure I understand why I had to manually relate these 2 things given they are both OOTB EC/ESC components but I'll take it.

Zach3 · ‎02-22-2023

Hello - just wanted to confirm, did you use the Declarative action type 'navigation' for both knowledge articles and service catalog items? I'm using 'navigation' for both types and have confirmed all linked config bundles and view configs, but I'm still being directed to the platform record view -- not portal.

Thanks!