Service Portal Log Entries Not Logging Search Terms

[DylanB]

Hello, we are having an issue where the Service Portal Log Entries table (sp_log) is not logging the actual search terms that are searched for on the Employee Center. It shows that the search page was visited, but not the search term that was used. 

It worked at some point and then stopped working sometime after 6/16/23. I checked update sets committed around that time and didn't see anything that would affect it. I tested on our Dev instance and it does the same thing.

I tested it on my PDI and found that it works correctly. I compared search source settings and other Service Portal settings but I'm not seeing many differences besides AI Search not being enabled on my PDI (because apparently it's not available on PDI's). 

This is what it's supposed to look like (via my PDI).

Any idea what could be causing this?

[Maik Skoddow · Accepted solution]

Hi

when you say "AI Search is not enabled on your PDI", does this mean you have enabled it on the other instance? If so then you will not find the search queries on the table sp_log as this is filled by the previous ZING-based search engine. For AI Search there is an individual analytics dashboard: https://docs.servicenow.com/en-US/bundle/vancouver-platform-administration/page/use/dashboards/appli... 

Maik

[DylanB]

Ah, that would explain it. It looks like we also don't have the Advanced AI Search Management Tools app installed for those dashboards either. 

Thanks Maik!