Skip to main content

ServiceNow - STOP words: why certain search words may not work in virtual agent

Example: a search in virtual agent on "issue" did not result in the raise an issue record producer being returned, even though this was defined as a search word in the topic

solution would be to add the stop word to the sys_cs_topic group and set the stop mode to Not a Stop Word. Note: you may need to click the 'regenerate text index' UI action afterwards and this action might not get picked up in the update set so a manual step


Explanation:

Searching the 'issue' keyword will not bring any result in this instance because 'issue' has been set as a 'Stop Word' 

https://<xx>.service-now.com/ts_stop.do?sys_id=5d302ad6db02120074abffa9bf961943


VA uses global search functionality to return any matching topic and it doesn't return any result for 'issue'. You can quickly test this behavior from the sys_cs_topic table as well. 

https://<xx>/sys_cs_topic_list.do?sysparm_query=GOTO123TEXTQUERY321%3Dissue&sysparm_view=


https://<xx>/sys_cs_topic_list.do?sysparm_query=123TEXTQUERY321%3Dincident%5Eactive%3Dtrue%5Ekey_phrasesLIKEincident&sysparm_view=


*'issue' is set as 'Not a stop word' for sys_metadata text index. Therefore, you can only see results from sys_metadata-extended tables (i.e. sc_cat_item). 

https://<xx>.service-now.com/nav_to.do?uri=%2F$sn_global_search_results.do%3Fsysparm_search%3Dissue

https://<xx>.service-now.com/ts_index_name.do?sys_id=c134e69adb02120074abffa9bf9619d5

https://<xx>.service-now.com/ts_index_stop.do?sys_id=8afdd15edba033000346f68dae961924


Please either keep the current configuration in place and remember that 'issue' keyword will not bring any results or mark 'issue' as 'Not a stop word' for sys_cs_topic text index. 

https://<xx>.service-now.com/ts_index_name.do?sys_id=23f4ad08db0a20509fce4705059619e8

(ServiceNow )


Comments

Post a Comment

Popular posts from this blog

URL link in addInfoMessage

var ga=new GlideAjax('gld_HR_ajax'); ga.addParam('sysparm_name', 'checkEmployeeNumber_hrProfile'); ga.addParam('sysparm_hrprofilenumber', g_form.getValue('number')); ga.addParam('sysparm_employeenumber', newValue); ga.getXMLAnswer(function(answer) { if (answer!='undefined' && answer!=''){ var navURL="<a style='text-decoration:underline;color:blue' href=hr_profile.do?sysparm_query=number=" + answer + ">" + answer + "</a><img width='3' src='images/s.gif'/>"; var sMsg='The employee number entered already exists on another HR Profile ' + navURL; //alert(sMsg); g_form.showErrorBox('employee_number', 'error - please check'); g_form.addInfoMessage(sMsg); } });
1 comment
Read more

GlideRecord setValue

setValue(String name, Object value) Sets the specified field to the specified value. Normally a script would do a direct assignment, for example,  gr.category = value . However, if in a script the element name is a variable, then  gr.setValue(elementName, value)  can be used. When setting a value, ensure the data type of the field matches the data type of the value you enter. This method cannot be used on journal fields. If the value parameter is null, the record is not updated, and an error is not thrown https://developer.servicenow.com/app.do#!/api_doc?v=madrid&id=r_GlideRecord-setValue_String_Object
2 comments
Read more