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After upgrading to Washington DC Patch 4, on Service Portal and workspace/global search results page, a blank Genius Results card displays at the top. Genius results for an unsuccessful keyword search renders 'No results generated' after taking 9-10 secs. This issue impacts all customers with any type of genius result configured to any portal or workspace/global search. Whenever a genius result is not returned by the engine, we show the message. The impact is cosmetic and ServiceNow is changing the design to collapse the Genius Results widget when there are no genius results found.
Get a Washington DC Patch 4 instance. Open any portal ESC or SP and make sure AI search is enabled for instance ( All > AI Search Status > AI search is ready) Make sure these portals have enabled AI search ( All > portals> portal records > Enable AI search marked true) Make sure there is a genius result configuration for the search profile Open any portal, go to search for a successful keyword search, for ex: laptop, renders genius result card correctly after 1-2 secs Now search for an unsuccessful keyword search, for ex: garbage takes time and renders 'No results generated' Expected behaviour: Genius Results for an unsuccessful keyword search should show up 'Your search has no matches' almost immediately in 1-2 secs. Actual behaviour: Genius Results for an unsuccessful keyword search (for ex: garbage), renders 'No results generated' after taking 9-10 secs.
There is no workaround. The problem is fixed in Washington DC Patch 5. Please upgrade to a fixed version that has a permanent fix.
PRB1770551
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