Troubleshooting / FAQ

ServiceNow AI Search

Items not found in AI Search Service Portal

The history table does not indicate any failures and connector processed the expected number of items into AI Search index. In the Service Portal Search, the items cannot be found.

Check under AI Search → Search Profile → Default Search Profile if your Indexed Source is attached and linked to the profile.

Default Search Profile

In the example above, the search source Confluence is correctly linked to the Default Search Profile.

Verify that the connector completed at least a single principal traversal. Starting from Quebec, all items processed by the connector are protected with Access Control List. The Access Control List assigned to items can be only resolved if principal information from the source system has been synchronized to AI Search. In order to verify that the expected principal relations have been synchronized, login to ServiceNow with the role ais_high_security_admin, elevate the role and type <user_mapping_table>.list in the menu box, while <user_mapping_table> can be retrieved from the option User Mapping Table in the connector configuration.

List User Mapping Table

In case you are missing an user record in the table or expecting the internal and external user mapping to be different, revisit your Aliaser Configuration in the Advanced Connector Configuration.

View Configuration Navigation Hotfix

  • Entity View Action Mapper(EVAM) → View Definitions → View Configurations

EVAM View Configuration

  • Search for Raytion Confluence Connector Search Results

Confluence View Configuration

  • EVAM View Config Action Assignment M2Ms → Link Existing

Navigation Action

  • Link the Navigation action

Navigation Action

  • Update View Config

Update Confluence View Configuration