AI Search 'Suggestion' and 'Recently viewed' navigation not working as expected after upgrade to UP7 and VP2 - Known Error

AI Search 'Suggestion' and 'Recently viewed' navigation not working as expected after upgrade to UP7 and VP2 Description AI Search 'Suggestion' and 'Recently viewed' navigation not working as expected after upgrade to UP7 and VP2

Steps to Reproduce

Issue 1: 'Recently viewed' navigation 1. Open /esc portal 2. Enter some search input like apple, email and select an entry from the "Recently Viewed" items.

Result: 'sys_id=undefined' is appended to the URL and it doesn't navigate to the record.

Issue 2: 'Search Suggestion' navigation 1. Open EVAM definition for ESC portal 2. Make sure there are more than 1 EVAM view config for a table with different order (eg: kb_knowledge or sc_cat_item). And, each view config should have a different declarative action assigned to it. 3. Create only 1 AI Search Result Action for the table with declarative action of the EVAM view config (from step 2) with the least order. 4. Open /esc portal 5. Enter a search input and select a KB or catalog search suggestion result.

Expected: It opens the record as per the AI Search Result Action config. Actual: It opens the record in form page.

------------------------------------------------------------- Previous Steps; Search Suggestion navigation issue 1. Upgrade Employee Center Core app to v30.x 2. Open /esc portal 3. In the search input, enter "Windows 10" 4. From the suggestions, select "About Windows 10"

Expected: It opens the KB in kb_article page. Actual: It open the KB in form page.

Also, 5. Selecting the recently viewed record, appends 'sys_id=undefined' to the URL (same as DEF0356845)

Workaround Please follow the steps to apply the workaround that will update the Script Include "SPSearchResultActions" and will provide the relief.

1. Users should have "admin" role to perform below action.

Import file ( sys_script_include_a375ded977131010e46abe41a9106124_updated.xml )

This file will update the Script Include "SPSearchResultActions".

2. To ensure you will receive updates to this Script Include in the future without the need to evaluate a Skipped Change during Upgrade , you can perform the following:

Navigate to https:// .service-now.com/sys_update_xml_list.do?sysparm_query=nameLIKE sys_script_include_a375ded977131010e46abe41a9106124 &sysparm_view= Set this record " Replace On Upgrade" value to "true". You may need to add this field to the list view or form to modify it. Or you can delete this entry from the sys_update_xml table.