AI Search result link goes to sp, how to change it to a different portal name

[Yanping Guo1]

We use AI search on virtual agent in Rome release. The link goes to the default portal: sp in the Genius Result and search result for KB - article and catalog item. We want the link goes to our portal: service_portal. We set the system property below:

com.glide.cs.portal_url_mapping.portal.kb_knowledge = service_portal

com.glide.cs.portal_url_mapping.portal.sc_cat_item = service_portal

sn_itsm_va.com.snc.itsm.virtualagent.portal_url = service_portal

sn_itsm_va_lite.com.snc.itsm.virtualagent.portal_url = service_portal

We also updated service portal to "service_portal" when AI search source is “Service Portal Catalogs” in table sp_ai_search_results_action_config

But the link still goes to default portal: sp

What are we missing? Any help would be much appreciated! 

[Maik Skoddow]

Hi

did you read https://docs.servicenow.com/bundle/sandiego-servicenow-platform/page/build/service-portal/task/enabl... ?

There is written: 

AI Search is only supported in Service Portal, Employee Center (ESC), Consumer Service Portal, and Customer Service Portal. Custom portals must be built off a baseline of one of these portals to have the AI Search capability. 

Kind regards
Maik

[Yanping Guo1]

Hi Maik,

Our portal is based on the baseline of one of ServiceNow service portal. We are in Rome release. We turn on the AI search. It works fine on our portal. The search result link goes to URL below

https://xxxxxxx.service-now.com/service_portal?id=sc_cat_item&sys_id=f47beeae1b0a8510c7a2a648624bcb7i

But AI Search in Virtual agent returns the search result. The link point to URL

https://xxxxxxx.service-now.com/sp?id=sc_cat_item&sys_id=f47beeae1b0a8510c7a2a648624bcb7i

How do we resolve this issue?

Thanks for you response.

Thanks

Mary

[Loic1]

To configure the portals in which links to records in Virtual Agent conversations are opened, follow the new procedure described in the documentation: Configure URL navigation for chat links

At a glance:

• Navigate to All > Conversational Interfaces > Settings.
• Under URL navigation, select View All.
• Complete or update the URL Navigation fields.