Service Catalog & Knowledge Base AI Search - Returning URLS with duplicate sys_ids

Wayne Miller
Tera Guru

3 weeks ago

Following this article: https://www.servicenow.com/community/developer-forum/ai-search-suggested-result-on-service-portal/m-...

We are having a similar issue, whereby the URL generated in the "Suggested Result" dropdown the URL is bringing back two sys_ids:

 

WayneMiller_0-1785157001201.png

 

If I click on any of the above, I get the following.


/IT?id=sc_cat_item&table=sc_cat_item&table=sc_cat_item&sys_id=db157433c34962100b88354c05013161&sys_id=db157433c34962100b88354c05013161&recordUrl=%3Fid%3Dsc_cat_item

 

This is the same with Knowledge Articles.

 

Yet, if, instead of clicking on the dropdown results, and hitting return, it takes me to the following page:

WayneMiller_1-1785157160103.png

and these results work.

Searching online for this I'm directed towards custom action assignments, but I'm struggling to pin this down.

Can anyone help?

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patrick_haug
Tera Contributor

2 weeks ago

Wayne,

 

I was having this exact same problem yesterday. A colleague of mine informed me that it's a bug with Zurich patch 10 on custom portals. If you upgrade the instance to Zurich patch 11 there's a fix for the issue. I did that for my client and it resolved the problem immediately.  Hope this helps.

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