search doesn't return any results in Service portal.
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02-15-2024 12:59 AM
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02-15-2024 01:06 AM
Hi @Madhusudhan6 ,
Service Portal Search is extended for ServiceNow Text Search with a few minor differences. This article provides ways to isolate and troubleshoot issues if you have been searching for something and the record is not showing up.
Text search
If you are searching for the name of the knowledge article, for instance, and you don’t find the article in the search results, the first method of troubleshooting is to use a global search inside the instance. If the article does not show up in text search as well, this could be because the article is not indexed:
- Apply keyword search at the table level
- Check Auto Stop Words and Stop Words.
- Check the Search group and make sure the article meets the filter conditions defined there.
- Regenerate the text index.
Portal definition
The search results also depend on the portal configuration. If the search term is showing results on text search inside the instance but not in Service Portal, check the portal confirmation for the portal you are searching in.
Make sure the catalog item or Knowledge article belongs to the Service Catalog or Knowledge Base configured in Portal record (sp_portal)
Portal search source
In addition, the search source can also be used to configure the results. These records can be found under the portal Related List or by directly going to https://<yourInstance>.service-now.com/sp_search_source_list.do.
Other possibilities
Finally, these components can also affect the search results. Other possibilities:
- User criteria
- Before query Business rule
- ACLs
- Customized Service Portal search widget
Additional Information
- Define a search source product documentation topic
- Zing removes stop words from queries product documentation topic, which provides information about the types of stop words
- Regenerate a text index for a table product documentation topic
- Search groups filter search results by table product documentation topic
- Introduction to Search Sources in Service Portal – Community article on how to set the search source
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02-15-2024 01:13 AM
Please check the search source once
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
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02-16-2024 02:30 AM
Hello Atul,
Thanks for your replay.
I am not able to find the Search Source in my instance.
Thanks,
Sudhan.
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02-16-2024 02:37 AM
Go to Portals
search for Service Portal
Scroll to related List ( if not available , add via form layout)
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
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