AI Search Results Action not working after migration (San Diego)

rafael_merces3
Tera Contributor

‎07-06-2022 02:16 PM

Hi all,

We setup AI Search in Rome for a POC and it was working fine. Once we migrated to San Diego, "AI Search Results Action" stopped working. So we setup a new table (it can be even a system table, like change request) and when you create a AI Search Results Action for this newly created search source, AI Search is simply ignoring it. It is not even sending the user to the form page. Instead, it is sending the user to the itil view and table form.

Anyone else facing this issue?

Thanks,

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michaelward
Tera Guru

‎08-20-2022 08:02 AM

Yes, facing the issue also.  I cannot get any change to a new AI Search Results Action to work at all.  I set order to 1, well below any other action.  I'm using 'navigation' as the action name, setting a portal page, and setting both navigation_url in the payload query parameter and also setting an additional query parameter.

This is an upgraded instance also, but my new Search Result Action is newly created under San Diego.

When I use AI search from the homepage search widget, which has instance options matching my AI Search app, config, and filter, the AI Search result is corrected.  The result is displayed.  But when I click on it, as you say, I get the form (.do) page for that particular record class, but with a URL param: sysparm_view=text_search

I have no idea where that is coming from.  It is not one of the payload or additional params in any AI Search Results Action record.  I could see where it is possibly grabbing the table class from the search result and automatically feeding it to the 'navigation' payload, including 'table' and 'sys_id', but then it seems to ignore the 'Portal Page' or 'navigation_url'.  Just a guess.

I wish ServiceNow documentation on more advanced components like this offered up more than the standard, "here is how you fill out the form".   Anyone can do that.  We need a bit deeper explanation of cause and effect on some of these components.

 

michaelward
Tera Guru

‎08-20-2022 10:17 AM

Upon further review:

What fixed this for me was first going to the Portal, and in my case the Employee Center, making sure you take note of the Search Results Configuration (aka the EVAM Definition), going to the EVAM Module, and verifying the following configurations:

  1. Check that the EVAM Definition is linked to a EVAM View Config Bundle M2M as show in the related lists.  There are options for Creating and Linking or Linking Existing.  
  2. Open the desired linked bundle and make sure yours has the desired view configs.  My bundle did not contain a EVAM view config, created from this related list, which was causing my problem.  I made sure I created 'clicked New' from the related list to create the view config. (I had a view config, but apparently not associated to the bundle).
  3. Make sure the view config is active as well.  You'll notice deactivating this view config will of course bring back the issue.
  4. Double check the EVAM data source, which basically matched configuration of my AI Index. Source and Search Search for my portal's Search App.
  5. Make sure your Search Index is actually indexed.  If the data is not indexed, it reverts to another, default AI view template of some kind.
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