I’ve enabled AI Search but I’m still seeing the old search results screen

[Gerard Dwan]

The upgrade process at ServiceNow omits records that have been customized or altered and this includes search widgets in your portal. If you have enabled AI Search in your portal but have noticed that there is not a change to your search result page, here are the steps to take to address that.

Any widget customizations that have been done will need to be re-done or copied to a clone of the new widgets that interact with AI Search. Many of these changes are cosmetic (styling) changes.

We are going to use the Widget context menu on the portal homepage to ensure that we are editing the correct page and widget. On the portal homepage in the search area, open the widget context menu (CTRL + Right Click). Select ‘Page in Designer’ to open a new browser tab to edit that page.

If it is not using the Homepage Search widget, search for it in the Widgets tab of the navigator on the left and drag and drop the widget into the page. Delete the old widget.

Next, go back to the portal homepage and execute a search. This will bring up the search result page. We will need to open the Widget context menu and select ‘Page Designer’ again.

You will likely see several widgets including breadcrumbs.

We recommend adding a new container (Layouts > Container, then the ‘12’ within it) either on the top or the bottom of the page to confirm that the Faceted Search widget is working properly prior to deleting the old widgets/containers.

Now search for ‘faceted’ in the widgets search on the left, drag and drop the Faceted Search widget as before.

Once you have validated that search results are coming back for AI Search (results should look similar to below):

go back to the page designer and remove the extra widgets.

The full list of AI Search supported widgets can be found in the documentation here.