Use the GraphQL REST API to view suggestions created from external user searches

Submit a request to the GraphQL REST API endpoint to retrieve search suggestions created from searches by self-registered external users. This endpoint allows access by non-authenticated guest users.

Before you begin

Ensure that the following conditions are met in your instance:

• The Domain Separation plugin isn't activated. For details on this plugin, see Domain separation plugin.
• The Explicit Roles plugin (com.glide.explicit_roles) is activated. To learn more about this plugin, see Explicit Roles.
• External users with the snc_external role have submitted searches in search applications that generate search suggestions, such as ServiceNow® Service Portal, Now Mobile, or ServiceNow® Virtual Agent.
• The glide.search.suggestions.allow_guest_user system property is set to true. For details on setting a system property value, see Add a system property.

Obtain the sys_id of the search application that you want to retrieve external user search suggestions for.

Note:

Users with the search_application_admin, agent_workspace_user, or workspace_user roles can obtain this sys_id by copying it from the search application record in the Search Application Configuration [sys_search_context_config] table.

Download a third-party GraphQL client, such as the GraphiQL, Insomnia, or Postman client.

Role required: none

About this task

Search Suggestions creates suggestions for searches performed by self-registered external users. When the glide.search.suggestions.allow_guest_user system property is set to true, non-authenticated guest users can access the GraphQL REST API endpoint for your instance to retrieve external user search suggestions for a search application.

No authentication is required or enforced for this GraphQL REST API endpoint.

Note:

Non-authenticated guest users can only retrieve search suggestions from the Global domain. If domain separation is enabled in your instance, guest users can't retrieve any search suggestions.

Procedure

1. In your third-party GraphQL client, configure a new request that uses the HTTP POST method.
2. Set the endpoint for the request to the GraphQL REST API endpoint for your instance, https://<instance name>.service-now.com/api/now/graphql.
3. Set the request body to the following GraphQL query, replacing <search_application_sys_id> with the sys_id of the search application that you want to retrieve external user search suggestions for:

   {
     GlideSearch_Query {
       suggestions(searchContextConfigId: "<search_application_sys_id>", searchTerm: "") {
         term
         data {
           name
           records {
             type
             columns {
               label
               fieldName
               value
               displayValue
             }
           }
         }
       }
     }
   }

Result

The system returns search suggestions from application searches by self-registered external users as a JSON object, as shown in this example:

{
  "data": {
    "GlideSearch_Query": {
      "suggestions": {
        "term": "",
        "data": [
          {
            "records": [
              {
                "type": "POPULAR_QUERY",
                "columns": [
                  {
                    "label": "name",
                    "displayValue": "automatic replies",
                    "value": "automatic replies",
                    "fieldName": "name"
                  }
                ]
              },
              {
                "type": "POPULAR_QUERY",
                "columns": [
                  {
                    "label": "name",
                    "displayValue": "contact group",
                    "value": "contact group",
                    "fieldName": "name"
                  }
                ]
              },
              {
                "type": "POPULAR_QUERY",
                "columns": [
                  {
                    "label": "name",
                    "displayValue": "tablet",
                    "value": "tablet",
                    "fieldName": "name"
                  }
                ]
              },
              {
                "type": "POPULAR_QUERY",
                "columns": [
                  {
                    "label": "name",
                    "displayValue": "laptop",
                    "value": "laptop",
                    "fieldName": "name"
                  }
                ]
              },
              {
                "type": "POPULAR_QUERY",
                "columns": [
                  {
                    "label": "name",
                    "displayValue": "new email account",
                    "value": "new email account",
                    "fieldName": "name"
                  }
                ]
              }
            ],
            "name": "Popular searches"
          }
        ]
      }
    }
  }
}