AI Search

[pavan38]

Hello ServiceNow experts,

We have a business requirement for which we need a solution. Could you please let us know if it's feasible?

We are managing two instances, A and B, both configured with SSO. Although they share the same user base, the roles and permissions for these users differ between instances.

In Instance A's AI Search-enabled portal, we need functionality that allows a user to search for terms like "Outlook" and retrieves relevant knowledge articles from Instance B. Importantly, only those articles that the user is permitted to access should be displayed (with user criteria applied to the articles residing in Instance B).

Your insights would be greatly appreciated. Thank you.

[Mark Manders]

The latest development has made it easier to use 'outside sources' to search through, so a search in a different ServiceNow instance should be possible (just like searching SharePoint). But it would be custom and it could very well be that you need some NowAssist for this (not sure if you have that included). 

If so, I would assume (never saw it working, just read about it), that it will only show you the information you are supposed to see.

But why not just make sure the knowledge is on both instances?