AI Search - Autocomplete Suggestions - no results from other users queries

[schwarz_patrik_]

Hello all,

I am configuring AI search for our clients portal on the San Diego version.

My issue is with the Autocomplete suggestions, which seem to not consider other peoples searches at all, only the current user.

In my search application configuration, I added all suggestions types to the related list:

AI Search is enabled on the portal and I linked the Search Application & Search Results configuration to the portal record

The issue:  I am only getting autocomplete suggestions from the ,,Recent Search Reader Group,, & ,,Suggested Result Reader Group,, (which are both based on the current user clicks/searches) , but not a single result from the ,,Popular Search,, & ,,Suggested Query,, reader groups, which take into consideration popular searches from other users

I tried imperonating multiple users and searching for the same query, but all users are getting suggestion results from their own searches only

Any advice what I could have configured incorrectly or where I should look ? Would appreaciate any tips. Have a great succesfull day!

[Max Grabner]

Hi @Ravinder Shanka ,

Nothing what I am aware of. I would consider this a customization.

Did you ask your client about the value of removing the information about the source of the result from the suggested records? I advise not to customize without a relevant business need.

[Ravinder Shanka]

Thanks Max

Any Widget or any idea where can i can Customize as its not that clear. 

[Max Grabner]

@Ravinder Shanka I believe this is not meant for customizations. I definitely do not recommend this.
But if it is really necessary, maybe @Loic1  knows?

[Brian Bakker]

Hello Patrick,

Issues with Auto-completion not working as expected is usually because the custom widget is missing required AI search code. The [sp_widget] for your Service Portal should contain code such as -

if (aisEnabled)
    data.typeAheadSearch = $sp.getWidget('typeahead-search', options);

If the issue persists, please raise a case with ServiceNow Technical Support who can provide further assistance.

Best regards,

Brian

[schwarz_patrik_]

Hello Brian,

thanks for your reply, but pretty sure the widget code is fine, because 2 of the 4 suggestion types (that are based on current user queries) are working fine on the same widget. Its only the suggestion types that should include entries from other users queries that are not fetching any results.

We will most likely have to raise a case then.

Thanks and have a nice day