Count & result is showing different in portal search

[Vinay49]

Hi,

In CSM Portal, we have used "Service Portal Default Search Application" as search application AND "Service Portal Search"  as "Search Results Configuration". 

When Searching with keywords in portal (Homepage Search) , It showing the number is not reprensentive for the number of search results, if we look to the knowledge tab below it isn't showing the same amount either.
it happened only for non-admin users. With admin account we can get correct count & result.

What could be the cause here? your help would be appreciate.

Thanks in advance.

[Slava Savitsky]

Most likely, non-admin users do not have access to view some of the articles. Hence the number of actually displayed articles is lower than the number of found articles that match the search criteria.

[Isaac Vicentini]

Hi @Vinay49,

Result counts indicate the number of results that matched the user's search. Late binding security can remove results after they’re counted, causing the actual number of displayed results to be lower than the count. For more information on late binding security, see Content security in AI Search.

Reference: https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/ai-search/ta...

[Vinay49]

Hi,

Thanks for your reply.

Can we make changes to shows the count &result as same. if yes where we need to do the changes.
I have added the case table also on search profile, for them also count & result shows different.

Thanks in advance

[Isaac Vicentini]

Unfortunately, according to the official documentation, it is not possible to do this:

Reference: https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/ai-search/co...

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If my answer helped you in any way, please mark it as correct/helpful 🙂

Regards,

Isaac Vicentini.