question Service Portal AI Search in Community Central forum

Service Portal AI Search

sanjeevkumar — Fri, 17 May 2024 08:46:15 GMT

I have requirement to Search incident vie number only in Service Portal. Currently, If I am searching with any keyword for example Hardware/Software it is displaying incidents as well. It should display incident only if I am searching with incident number.

Re: Service Portal AI Search

Anurag Tripathi — Fri, 17 May 2024 09:18:32 GMT

Hi Sanjeev,

When you search by a ticket number you get more of an exact match but when you search by keywords you get relevant results. If it shows incident it will only show incidents that the user has access to.

Why do you want to alter this behavior which is OOB and tbh better?

Re: Service Portal AI Search

dgarad — Fri, 17 May 2024 09:22:11 GMT

HI @sanjeevkumar

1. Go to the portal module in ServiceNow and open your service portal page

2. In the search sources related list, click on the New button

3. Give it a name like Incident and id also as incident

4. In the Table field select an incident, in the primary display field select short description, In-Display fields select Number, priority, short description (You can customise this as per your need)

5. Finally submit the form

Now go to the service portal and try to search for any incident number, short description or anything, Incident record(s) will now be included in your search result

Re: Service Portal AI Search

sanjeevkumar — Fri, 17 May 2024 09:28:04 GMT

Hey Anurag,

Thank you for your response. I am agree with you, but customer don't want in that way. He want incident should come only if we are searching with number.

Re: Service Portal AI Search

sanjeevkumar — Fri, 17 May 2024 09:30:17 GMT

Thank you for your response. We are using AI search so this will not work my case :).

Re: Service Portal AI Search

Anurag Tripathi — Fri, 17 May 2024 11:37:34 GMT

I cant think of a way to control this. If I were you I would push back on this.

Maybe you can raise a Hi Case to get some support.