Now Mobile ai search not showing record producers

[johansec]

We are rolling out Now Mobile with AI search. Our users use search the majority of the time to find what they are looking for. One of the most common occurrences is when something is broken. For instance "My laptop is broken" and we want the AI search to notice broken is in the verbiage and show a result for the OOB catalog item Something is broken. For some reason record producers are not showing up. 

I have looked at the Services search source and it is included however did notice when i look at ai preview AND in mobile the Services filter breadcrumb actually increments but does not show the result. Meaning it found it but just fails to display it. 

Any tips on just how to get a simple record producer to show in AI search?

I feel like this should be very common and easy to configure, I must be missing something obvious. 

[Tanushree Maiti · Accepted solution]

Hi @johansec 

Refer this KB and validate:

KB2774473 Record Producer or Catalog Item Not Visible Due to Inactive Category 

Resolution

Ensure that the affected catalog item is associated with an Active and Valid Category 

Also check: KB0999489 Record producer is not displaying at the top of search results in Service Portal