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Search results not hyperlinked

WasonJ1
Tera Expert

3 weeks ago

Hello,

We recently switched to using the Next Experience and setting up AI Search for the global search. When users search for something the incidents that get returned are not able to be clicked on and taken to the incident. How do I update the search results so that the incidents are hyperlinked? 

 

Here is an example when I search 'admin' it shows incidents related to 'admin' but I can't click on the incidents, I have to click the 'open list view' then click on the link which is a lot of extra steps.

search_results_no_hyperlink.png

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Deepak Shaerma
Kilo Sage
Kilo Sage

3 weeks ago

Hi @WasonJ1 

I found this solution over the google: Could you please try this and let me know, if it is working or not??

If your incidents are showing up but are not clickable, it means the EVAM View Config for the Incident table is either missing or it is configured without a Navigation action.

 

Step 1: Identify the Active Bundle

 

First, you need to find which EVAM bundle your Global Search is using.

  1. Type sys_search_context_config.list in your navigation filter.
  2. Open the record named "Global Search Configuration" (or "Next Experience Search Configuration").
  3. Look for the "Search Results Configuration" field. Note the name of the record listed there (it is likely "Next Experience Search Results").

 

Step 2: Edit the EVAM View Config Bundle

 

Now you need to ensure "Incident" is correctly defined in that bundle.

  1. Type sys_evam_view_config_bundle.list in the navigation filter.
  2. Open the record you found in Step 1 (e.g., "Next Experience Search Results").
  3. Look at the "EVAM View Configs" related list at the bottom.
  4. Check if there is a record for Table: Incident [incident].

If the Incident record is MISSING: This is the problem. It is falling back to a "generic" card that doesn't know how to link to an Incident.

  • Click New in the related list.
  • Order: 100 (or any low number).
  • Table: Incident [incident].
  • EVAM Definition: Click the magnifying glass and select "Incident Search" (or "SNC - Incident Search"). If you don't see a specific one for Incident, select "Search Result - Standard".
  • Save/Submit.

If the Incident record EXISTED: The definition might be broken.

  1. Open that Incident record from the list.
  2. Click on the reference icon (i) next to the EVAM Definition field and open that record.
  3. Scroll down to the "Action Assignments" related list.
  4. You must see an action named "navigation" here.
  5. If it is missing, click New, select the Action Label "Navigation", and link it to the Declarative Action implementation for "Navigate to Record."

 

Step 3: Refresh and Test

Happy to help! If this resolved your issue, kindly mark it as the correct answer ✅  and Helpful and close the thread 🔒 so others can benefit too.

Warm Regards,

Deepak Sharma

Community Rising Star 2025



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