AI Search Suggested Result list redircting to incorrect page

[Kumar116]

On clicking AI Search suggested result list, its opening backend page as below,

/com.glideapp.servicecatalog_cat_item_view.do?v=1&sysparm_id=5985e6...

however, on pressing enter and then clicking on any result, directing to proper link.

It started happening recently, may be due to some patch upgrade.

[Isaac Vicentini]

Hi @Kumar116!

Check if you need to create an AI Search Result Action (docs). You can configure to which view the user will be redirected.

Table: sp_ai_search_results_action_config

As you can see, there are already some actions created. Clone them and change the field values according to your needs. Here is an example of the Catalog Item action that is applied to the default Employee Center portal:

Also check this question in community: AI Search for catalog item not redirecting to portal view (Community)

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If my answer helped you in any way, please mark it as Helpful / Accept as Solution 🎯

Regards,

Isaac Vicentini.

[Kumar116]

Thanks for your response.

Ideally, Result Action configuration conisders results when user press enter and open the result link. In my case, this is working fine. 

Issue is clicking directly on suggested result list instead of pressing enter and open. This feature does not considers Action Result Configuration, it comes from service portal widget configuration.

i am not sure what changes are done in widget by patch.

[dwtaber · Accepted solution]

Try modifying SPSearchResultActions as described in this KB article.

[dwtaber]

This recently started happening to our instances as well. Clicking portal search suggestions goes to /kb_view.do?sys_kb_id= pages for suggested articles and /com.glideapp.servicecatalog_cat_item_view.do?v=1&sysparm_id= pages for suggested catalog items. There are AI Search Sources and AI Search Result Actions in place, and their values seem to make sense, though I wouldn't swear to it. At this point, I'm not sure what else to check.