Summary Genius Results (ServiceNow Otto Summary): citation links not clickable in Next Experience

KatarinaL
Tera Contributor

3 weeks ago

Hi all,

We use Now Assist in AI Search with the ServiceNow Otto Summary Genius Result. The generated answer is displayed correctly everywhere, but citations and links in the answer do not work in Next Experience global search. In SP, the same answer works fine: citations show a tooltip with the source and links open the catalog item or KB article. In Next Experience clicking a citation marker (e.g. "1") or a catalog item link does nothing: no navigation and no tooltip. When I copy the link, the link has href="javascript:void(0);".

Miss I any configuration?

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abirakundu23
Giga Sage

2 weeks ago

Hi @KatarinaL,

Its more like next experience issue rather than AI Genius search. Verify the active AI search profile and check  genius search result for Next experience.

Inspect the page check any issue citations and links  oriented error in Next Experience global search.

Please check any issue fix or PRB for the same with ServiceNow and i will recommended to raise ServiceNow HI ticket to fix the issue.

Please mark helpful & correct answer if its worthy for you.
 

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