The embedded employee Service Portal in the MS Teams "Your Hub" tab does not have a search bar out-of-box, but it doesn't have to stay that way. The embedded portal (eesp) is configurable the same as other portals. Below are the steps to add a search bar to the portal and enable AI Search.
This article also very briefly covers AI Search configuration and Portal designer.
Prerequisites:
- AI Search enabled. You can find out by navigating to AI Search > AI Search Status.
- ITSM integration with Microsoft Teams, version 2.1.0+
- Quebec Patch 4+
- 'admin' and 'ais_admin' role
Process
Enabling AI Search for the portal
Much of the configuration below was copied from the AI Search configuration for Service Portal, with just the Portal name changed.
1. You will have to add the sys_ID of the Embedded Employee Service Portal to the system property: 'glide.service_portal.enable_ais_portal.allow_list'. This requires maint access, which may require you to log a Case. The sys_ID is: 9f4a476f53831010fa75ddeeff7b129a.
Note: The good news is that the embedded portal will soon be changed to the Employee Service Center, which automatically includes AI Search.
2. Create an AI Search Profile for eesp, in AI Search > Search Experience > Search Profiles. Link existing Search Source: SP Knowledge Bases, People, and Service Portal Catalogs. Link existing Genius Results (English only): People - EN, Q&A, Catalog Item - EN. Click "Update", then click "Publish".
3. Create an AI Search application for eesp, in AI Search > Search Experience > Search Applications. For Search Engine, select "AI Search". For Search Profile, select the profile created in the previous step. For "Facets", select the facets (filters) you like for the search results.
4. Once the system property is updated you've created an AI Search application and profile, navigate to Service Portal > Portals > Embedded Employee Service Portal. Scrolling down, you will see AI Search configuration fields in the record. Check "Enable AI Search". Add the Search Application created in Step 3. For Search Results Configuration, I borrowed the existing record used in Service Portal Search. The changes may take several minutes to propagate before testing in your Teams app.
Adding the Search bar to EESP
You may have noticed that the default embedded portal in Teams does not have a search bar. Let's add it.
0. Switch to the "ServiceNow for Microsoft Teams" scope.
1. Navigate to Service Portal > Service Portal Configuration. This opens up the WYSIWYG editor for portals.
2. Click on Page Editor. Then in the drop-down, select Embedded Employee Service Portal - Index.
3. Click the link to edit the Page in Designer. Using the left-hand widgets menu, drag the "Typeahead Search" widget onto where you'd like the Search Bar. (You can also use "Homepage Search" widget"). The changes are saved automatically.
Wrap-up
You should be all set to go! Navigate to "Your Hub" tab in Teams, and you should see the search bar. Enter a search term and you should see AI Search results and genius results. Now you have AI Search enabled on your embedded portal in Teams.
Troubleshooting
If you're not seeing AI Search results:
- Use Search Preview, and select your search profile to ensure you are receiving results (Advanced AI Search Management Tools’ plugin)
- Navigate to AI Search Index > Indexed Sources. For each indexed source, re-index all tables.
If Genius results are not working:
- Go to the NLU Workbench > Vocabulary Sources. For Vocabulary used in "Default AI Search Genius Results Model", click "Sync" on the right to re-sync (may take several minutes.)
- Go to the NLU Workbench > Models. Click the "Default AI Search Genius Results Model", and re-train and re-publish the model.
