links are broken in AI Search with Now assist

[amit_kishore]

Hi Team,

We are experiencing an issues where we are not able to open link from the AI search with now assist results. 

In short , the links are broken in AI Search when enable Now assist

Kindly assist with the troubleshooting steps 

Regards,

Amit

[M Iftikhar]

Hi Amit,

This is a known issue that sometimes occurs after enabling Now Assist. It's often related to a recent update or a misconfiguration in the search context.

A quick workaround that has worked for others is to disable and re-enable the Now Assist cockpit settings for AI Search. Sometimes, this resyncs the link generation process.

If that doesn’t help, I recommend raising a case with ServiceNow Support. Since this is a platform-level feature, they can check your instance’s logs and configuration to resolve it faster.

Hope this helps!
Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution so others can benefit as well.

[Dr Atul G- LNG]

Hi @amit_kishore 

Technically, this shouldn't happen—KB links should work in Virtual Agent (VA). If the issue still exists, it may indicate a corrupted or missing file. In this case, as a suggestion, try the following:

• Reinstall the Virtual Agent and Now Assist-related plugins.

• Check if any related plugins need updates—if so, please update them.

• Also, try clearing the cache using cache.do.

[User270223]

Hi @amit_kishore 

We are facing similar issue, did you get a fix for this.

[rpriyadarshy]

@amit_kishore  Please try same search by Changing the LLM model from Now Assist Admin Console and see what output is coming. 

Regards

RP