NowAssist Keeps giving me inactive users

[adrian08]

Hi all,

We have configured Now Assist as much OOB as we can. With it, we have created custom Information Sources for the following:

1. User table - active is true

2. Catalog Items - active is true and belonging to certain Catalogs

3. Knowledge Table - published and belonging to certain Knowledge Base

Everything is fine except the user search. For example, I look for John Doe, the chatbot would return me results from the user table that are inactive when I specifically configured in the Information Sources to only return active ones.

Another thing is that SNOW tries to also query in the core_company table when in fact it's not in the Information sources. 

Is there something I am missing?

[PaulSylo]

HI @adrian08 - If you think all the filter and criteria are given correct and still you are not getting desired result. i would suggest you to reindex and try to test. some time reindexing will help you to fix this issue.

[adrian08]

thanks for this, how do you re-index the AI search sources ?

[PaulSylo]

Hi @adrian08 - try this - https://www.servicenow.com/docs/bundle/yokohama-platform-administration/page/administer/ai-search/ta...

[kaushal_snow]

Hi @adrian08 ,

Have you checked User Query Business rule?

and additionally, review ACLs related to the sys_user table. Ensure that inactive users are not granted read access through these ACLs.

another thing is, verify Information Source Filters in your assist admin..Review the filters applied to the User table. Ensure that the filter explicitly checks for the active field being set to true....

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