Service portal: AI search is not being utilized and results for search are not coming up in AI search enabled portal. - Support and Troubleshooting

Service portal: AI search is not being utilized and results for search are not coming up in AI search enabled portal. Issue The typeahead widget in the portal does not display any AI results. Also, the search page in the portal does not look like it is utilizing AI search. But the search preview provides search results in the instance.

Release All

Cause The issue is that the page route map that is responsible to route the users to AI search is not active in the customer's instance. AI search will be provided with results only when the following page route.

https://instancename.service-now.com/nav_to.do?uri=sp_page_route_map.do?sys_id=3821492587001300a785940307cb0bef

Resolution Set the above page route to active and the results will be shown in the portal. This page route map routes the users from 'search' page to 'sp_search' page.